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The L Word: Loyalty: 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... read more
entrepreneur | entrepreneurship | employee loyalty
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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... read more
first impressions | call center | contact center
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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
call center culture | call center | culture
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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... read more
people management | call center | technology
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Call Center New Years Resolutions: A Two-Sided Coin: Customer Management IQ’s Editor Blake Landau wanted me to write a column regarding New Year’s resolutions that call centers could... read more
call center | call center representative | call center management
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A Call Center Holiday Story: Sometimes things happen that just make you feel good. Such is the case with Press One, an outbound call center in Fort Collins, Colorado. Press One was founded 10 years... read more
call center | call center representatives | holiday
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Stop Obsessing About the Job Satisfaction and Customer Loyalty—Focus on Performance: I have noticed an increased interest in the desire of call centers to improve their job satisfaction level.... read more
call center | job satisfaction | call center operators
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Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting: The improvement in economic conditions has companies revamping their call... read more
call center | call center recruitment | call center representatives
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Six Sigma May be Dangerous to Your Call Center: Recently, I received an e-mail invitation to attend a webinar titled, “Installing 6 Sigma Standards in Your Call Center.” At first, I... read more
six sigma | call centers | bell curve
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You Made a Contract With Your Call Center Representatives, So Keep It!: Whether or not you know it, you made a contract with your call center representatives when you hired them. This... read more
call center representative | employee engagement | contract
| 12 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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