Columns

• Systems Thinking   View All Posts
  
  
  

  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

  Tags:   Contact Center Agent Training | Tripp Babbitt | Systems Thinking

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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

   April 29,2011 by Tripp Babbitt   0

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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

   January 3,2011 by Tripp Babbitt   15

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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

   December 31,2010 by Tripp Babbitt   7

• Unorthodox Wisdom for the Uncommon Call Center   View All Posts
  
  
  

  The L Word: Loyalty: Many call centers are entrepreneurial ventures whose success and continued growth is largely read more

  Tags:   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 recognizable call read more

   May 27,2010 by Brooks Mitchell, PhD   0

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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

   April 30,2010 by Brooks Mitchell, PhD   2

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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

   February 23,2010 by Brooks Mitchell, PhD   4

• Creating a Customer-Focused Culture   View All Posts
  
  
  

  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

  Tags:   social media | brand | brand strategy

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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

   May 3,2010 by Art Hall   0

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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

   March 31,2010 by Art Hall   0

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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

   March 24,2010 by Art Hall   1

• Voice of the Customer   View All Posts
  
  
  

  The Key to Making Your Voice of the Customer Actionable: Part 2: I’ve already talked about the importance of choosing the right metric in order to make your read more

  Tags:   voice of the customer | customer | call center

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  Transform Your Call Center into a Value Performance Monitoring System: I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the read more

   January 4,2010 by Reg Goeke   1

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  The Key to Making Your Voice of the Customer Actionable: Choosing the Right Metric: The key to profitably increasing revenue and market share lies in creating and delivering superior competitive value—and this is especially read more

   June 17,2009 by Reg Goeke   1

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  Turning VOC into a Strategic Weapon in an Economic Crisis: Welcome to the Voice of the Customer (VOC) column, where I will be discussing new ways to collect, analyze and deploy the Voice of the Customer read more

   March 23,2009 by Reg Goeke   3

• Driving Strategies Through Improved Customer Experiences   View All Posts
  
  
  

  Strategic Investment in Customer Experience: Your customer and how you approach your customer hold the key to successfully investing in your read more

  Tags:   customer experience | business process | technology providers

• Turning Data into Profit the Oracle Way   View All Posts
  
  
  

  Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction: Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide read more

  Tags:   good customer satisfaction | customer satisfaction | customer feedback

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  Turning Data into Profit: Using the Customer Experience to Drive Improvement and Growth at Oracle: It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. read more

   February 17,2009 by Jeremy Whyte   0

• Can You See What Customers See   View All Posts
  
  
  

  Redesigning Back and Front Office Processes to Improve Customer Satisfaction: Most companies attempting to build stronger bonds of customers loyalty make a common mistake. read more

  Tags:   marketing | customer | CRM