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Why "Doing the Right Thing" is the Key to Winning Customers: No amount of clever marketing spin tops the customer management benefit of doing the right thing. read more
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Drucker’s Surprising View of Corporate Social Responsibility: Drucker concluded that considerations for workers in and out of the workplace were the responsibility of the corporate leader just as much as the read more
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Primum Non Nocere: Above All Do No Harm: Drucker summarized what he expected from the leader with one of Hippocrates’s concepts: primum non nocere. This means “above all, do no read more
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What Drucker on Business Ethics Can Teach You About Leadership: Drucker was extremely ethical in his outlook and all he did. On a personal level he was one of the most ethical individuals I have ever met. However read more
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Ignorance: The Secret of Demand-Side Innovation?: How ignorance of a certain industry or its best practices can help fuel great success in innovation! read more
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Drucker's New Certainties for Developing Strategy: Drucker wrote that the purpose of strategy is to enable an organization to achieve its desired results in an unpredictable environment. So contrary to what many believe, strategy is not about achieving results in a known and foreseeable environment but rather in an environment that is unknown and unforeseeable. read more
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How to Avoid Major Failure: You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be valuable in that you will know what and what not to do and avoid similar situations in the future. However, there is one type of failure that can, in fact, put you out of business. How can you avoid it? read more
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Drucker’s Most Incredible Idea: CMIQ columnist William Cohen revisits his extensive research on the 8 qualities of an effective leader and views them from a marketing perspective to test Peter Drucker's influential idea that, "Leadership is Marketing." read more
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Problems in Your Contact Center? Agent Training Won't Fix It: When issues arise in the contact center, many assume the agent talent or training level is not up to par. CMIQ Columnist Tripp Babbitt thinks otherwise, arguing that companies frequently fail to look at systematic problems first. Are you looking for the correct problems? read more
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Customer Service Design Flaws: During his recent globetrotting, CMIQ columnist Tripp Babbitt struggled to get answers online and over the phone about a malfunctioning phone. He gives some thoughts on what to avoid in multi-channel, international customer service. read more
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Working on Average Handle Time and First Call Resolution? Stop It . . . Now!: I know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked read more
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1 800 Flowers - Undercover Boss Draws Wrong Conclusions: The latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and seem read more
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The L Word: Loyalty: Many call centers are entrepreneurial ventures whose success and continued growth is largely read more
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So Fresh and So Clean--the Importance of First Impressions: This is an awkward column for me to write, but I feel compelled to respond to the many emails I received regarding conspicuously recognizable call read more
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Inspiring Motivation Through Workplace Wellness: My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked across the street from the hotel and noticed a large call read more
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When IVR Turns Into the Blind Canyon With No Way Out: Let me begin this column by stipulating that I am 66 years old and am fully aware that I have failed to grasp the true significance of much of read more
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Creating a Dialogue: The Importance of Branding through Social Media: While most companies are still in the nascent stages of capturing and engaging their audiences read more
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Operationalizing Social Media and the End of Analysis Paralysis: “Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not read more
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Accounting for Presenteeism In Call Center Planning and Forecasting: Call Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce read more
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The Unintended Consequences of Social Media Part 1: The impact and opportunities of social media for companies is undeniable. Social media can be integrated as part of a company’s channel read more
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Transform Your Call Center into a Value Performance Monitoring System: I’ve observed the workings of call centers in a variety of industries, and I have read more
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The Key to Making Your Voice of the Customer Actionable: Part 2: I’ve already talked about the importance of read more
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The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric: The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially read more
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Turning VOC into a Strategic Weapon in an Economic Crisis: Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer read more
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Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction: Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide read more
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Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle: It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. read more
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Strategic Investment in Customer Experience: Your customer and how you approach your customer hold the key to successfully investing in your read more
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Redesigning Back and Front Office Processes to Improve Customer Satisfaction: Most companies attempting to build stronger bonds of customers loyalty make a common mistake. read more
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Keeping Leadership Talent Engaged Starting With Hiring and Onboarding: Low employee engagement and the millions of dollars that this is costing U. read more
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Employer Branding to Empower Recruiting and Retention: Every company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what read more
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Events of Interest
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Lower the Costs of Your Call Center Operations Without Sacrificing Service
May 7, 2009
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Call Your Callers Before They Call You: Improving CSAT and Reducing Costs with Proactive Notifications
December 21, 2009
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Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
March 23, 2010
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How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
July 22, 2010
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You Made a Contract With Your Call Center Representatives, So Keep It! Contributor: Brooks Mitchell
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5 Ways to Succeed (or Fail) When Handling Customer Complaints
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