Videos

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

Learn how to position your diverse call center workforce to understand your customers in fifteen seconds or less! view now

Can a tie-dyed shirt tell you everything you need to know about properly managing your call center or customer service team? view now

Call center managers typically know how to take orders from their superiors and give them to their agents. optionsXpress' EVP explains why those trying to deliver a profitable customer experience need to start managing their superiors and taking cues from their subordinates. view now

In this exclusive video, Blinds.com's COO explains a significant mistake many call center managers make when readying their teams for success. He also questions the role a technology can play in turning the call center into a 'profit center.' view now

In part two of CMIQ's interview with Zappos' customer loyalty team, Team Manager Marlene Kanagusuku describes the company's contact center unique self-monitoring program and "chaotic" atmosphere. Kanagusuku also covers the company's ongoing training programs, which include everything from "Finance Management" to "Zappos History." view now

Zappos is widely recognized for its top-rated customer service. CMIQ caught up with the company's Senior Manager of the Customer Loyalty Team to get the details on the company's 10 core values, 21 skill sets, abandonment of call center metrics and monthly employee happiness survey. view now

Home fixtures manufacturer Kholer restructured its contact center training program last year to stress empathy as well as skill. Even though the program is not completely rolled out, it has increased Kholer's brand loyalty and its customers' repurchase probability. Check out the specifics. view now

LEGO tries to bring a WOW factor to every aspect of its customer service. Jill Ouellette, LEGO's Director of Business Development, shared LEGO's hiring and training tactics, rewards and recognitions programs and the KPIs they use for contact center agents with CMIQ recently. view now

Pati Crowley, Director of Customer Experience for Bath & Body Works, moderates the Call Center Excellence Awards panel at the 11th Annual  Call Center Week event in Las Vegas in a series of mini case studies on the customer experience. view now

Joe Jacoboni, Founder and President of Contact Centers of America, sits down with CMIQ at the 6th Annual Call Center Summit in Orlando to discuss the onshoring business and why companies such as CCA are solely based domestically. view now