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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
Contact Center Agent Training | Tripp Babbitt | Systems Thinking
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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
Customer Experience | Customer Service | International Customer Service
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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... read more
systems thinking | average handle time | aht
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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... read more
contact center | call center | management
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Quit Treating Your Contact Center Like a Manufacturing Plant: The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the... read more
contact centers | manufacturing | managing
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Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service: Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that... read more
customer service | Steve Jobs | iPhone 4
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Hospitals: Don't Call Me Patient, Call Me Customer!: I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded like a good idea and for $49 I thought “let’s do... read more
healthcare | systems thinking | customer management
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Command and Control in Governmental Contact Centers: In an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. The article was of interest as it was about... read more
contact center | contact centers | government
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BP Lessons: Why Cutting Costs Always Increases Costs: Like most of us, I watched in horror as another man-made disaster cost lives and livelihoods, ruined the environment, siphoned away multiple... read more
systems thinking | contact center | BP
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What Arizona Reminds Us About Contact Center Outsourcing: Like a lot of people I have been watching the recent Arizona Immigration politics play out. My individual thoughts about government have... read more
Arizona | immigration | outsourcing
| 22 column results |
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Events of Interest
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Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
Articles
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Contributor: Melissa Kovacevic
You Hired Me for Customer Service, Not Sales: I’m sure you’ve met this person on the phone or face-to-face. They are fri... read more
Tags: customer service | agent engagement
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Contributor: Brian Cantor
The Social Mistake You Cannot Afford to Make: From emphasizing personalized responses that read like they came from humans rather than r... read more
Tags: social media | social crm | roi
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Contributor: Brian Cantor
Best Buy, Coca-Cola Case Studies Prove ROI of Social Media? (Well, Not Really): A recent Forrester Research study that swept media outlets off their feet reveals tha... read more
Tags: social marketing | roi | social media
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Contributor: Brian Cantor
Google’s “Coffee” – Are Your Customers Ready for Your Message?: Shortly after my first encounter with Google Chrome’s new “Coffee” ad sp... read more
Tags: google | marketing | branding
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Contributor: Brian Cantor
Surprising Reality of What Truly Keeps Call Center Leaders Up at Night: As the call center continues to evolve, your team will naturally explore innovative soluti... read more
Tags: call center | contact center | agent engagement
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