Columns

No amount of clever marketing spin tops the customer management benefit of doing the right thing. read more

How ignorance of a certain industry or its best practices can help fuel great success in innovation! read more

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

Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of Wyoming, I have talked about entrepreneurship with thousands of students. read more

While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. read more

I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. read more

Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer experience with products or services. read more

Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a minute. read more

Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to improve customer experience on points of customer contact–thereby failing to address back office issues that undercut the positive efforts of customer-facing staff. read more