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.

Dear Customer: Nobody Likes a Bossy Britches

Contributor: Brooke Musterman
Posted: 7/23/2012

Stop Underselling the Importance of Call Center Intelligence -

Customer management professionals cannot escape the Big Data hype. And yet, so much of that hype is ignoring a key element of how effective use of customer intelligence can drive customer experience improvement. Full Podcast »

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Drucker’s Most Incredible Idea

Contributor: William Cohen, Ph.D.
Posted: 7/5/2011

Drucker’s Most Incredible Idea - William Cohen, Ph.D.

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." Full Column »

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