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Call Center

People Management

Your people are your greatest asset! Uncover results-proven tools for recruiting and hiring the talent that will be a good culture match for your company, in addition to the training required to provide stellar customer service.

Articles

Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience

Contributor: Customer Management IQ
Posted: 2/22/2012

Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience - Customer Management IQ

Bombardier Aerospace's customer support lead to reveal why businesses should monitor the voice of the customer--not just call center agents. Full Article »

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Videos

Want Better Customer Service? Here's How You Should Look at ROI and Metrics!

Contributor:
Posted: 9/9/2011

Want Better Customer Service? Here's How You Should Look at ROI and Metrics! -

Which of these comments on the best way to measure the success of your customer service operation doesn't belong? Full Video »

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Podcasts

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?

Contributor:
Posted: 1/23/2012

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal? -

As you try to achieve your lofty CRM goals, learn whether your customer management strategy is beneficial or detrminental! Full Podcast »

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Columns

Quit Treating Your Contact Center Like a Manufacturing Plant

Contributor: Tripp Babbitt
Posted: 8/3/2010

Quit Treating Your Contact Center Like a Manufacturing Plant - Tripp Babbitt

The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the model copied in contact centers. Full Column »

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Whitepapers

Thumbs Up! Customer Engagement for a New Generation

Posted: 2/1/2012

Thumbs Up! Customer Engagement for a New Generation

Find out what 132 managers and executives from other leading companies are doing to unlock the power of social media in a new study “Thumbs Up! Customer Engagement for a New Generation”. See how companies are using social media to better understand the voice of the customer, improve the customer experience, and improve workforce management. Full Whitepaper »
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About People Management

Discover results-proven tools and methodologies for hiring the right talent and creating a culture that’s a fit for the employee and the customer. Learn how to improve your call center culture by building a customer-focused team and training your call center talent with the essential skills and knowledge to manage difficult customers. In addition, get key information on how to coach and motivate your call center team. Find out how to tackle call center absenteeism and adherence, stress management, employee turnover…and much, much more!


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I have customer service agents in 4 different parts of the world...Need good tips and best practices for managing virtual teams. Thanks.

Posted by:  alexandra.mendezgalvan | Answer this question

Hi, I am very interested in online ambassador programs within Customer Service. Has this topic been covered within this forum?...

Posted by:  dave@twoskinnymen.com | Answer this question

Hi I'm doing QA monitoring for our call centre. Can kindly advise what is the standard duration definition of short, medium & long call ? Thank you

Posted by:  vincentlmc | Answer this question

what do you do to build customer loyalty?

Posted by:  cinderella9863 | Answer this question

How would you define touchpoint and experience?

Posted by:  Amy.Terenzi@iqpc.com | Answer this question

At a bakery, people take a number instead of standing in line - and are called when it's their turn.

Posted by:  ljlisser | Answer this question

I am interested in call center benchmark information, in particular the calcualtion basis for a 'cost per call' pricing.

Posted by:  rob.nome@db.com | Answer this question

What is net promoter score?

Posted by:  Decker7833 | Answer this question

Longtime President of News Corp.

Posted by:  ChicagoCustomerCentric | Answer this question