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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
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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
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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 activity that if whacked read more
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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 seem read more
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The L Word: Loyalty: Many call centers are entrepreneurial ventures whose success and continued growth is largely read more
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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 recognizable call read more
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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
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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 of read more
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Creating a Dialogue: The Importance of Branding through Social Media: While most companies are still in the nascent stages of capturing and engaging their audiences read more
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Operationalizing Social Media and the End of Analysis Paralysis: “Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not read more
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Accounting for Presenteeism In Call Center Planning and Forecasting: Call Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call center workforce read more
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The Unintended Consequences of Social Media Part 1: The impact and opportunities of social media for companies is undeniable. Social media can be integrated as part of a company’s channel read more
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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
Customer Management IQ is an online community for finding Contact Center information, discussing ideas, and sharing Call Center best practices.
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Top Rated
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You Made a Contract With Your Call Center Representatives, So Keep It! Contributor: Brooks Mitchell
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Activity Versus Productivity: The Need For Governmental Priorities Contributor: From the editorial staff at e-BIM
Tags: engineering | sustainability
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Call Center New Years Resolutions: A Two-Sided Coin Contributor: Brooks Mitchell
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