Videos

We spend so much time focusing on what ROI and benefits we can extract from social media. Here's why you should instead be asking what benefit your organization brings to social networks. view now

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

While hitting generic call center benchmarks and meeting so-called customer service "best practices" might seem like notable achievements, the reality is that your customers may be demanding significantly more. How can you deliver the experience they truly want? view now

No, technology is not the devil. Yes, technology can improve customer service. But does it really create the ideal customer experience? Safelite's VP exclusively reveals how his team efficiently delivers value to customers without banking on IVR and automation. view now

Sabre has experienced great benefit from consolidating and relocating its contact center to Uruguay. You can reap similar rewards--award-winning VP Jean Shaw reveals her 6-point checklist for successfully taking a contact center global. 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

Customers typically don't love cable companies, which is why Comcast needs to make the customer experience a top priority. Comcast's call center SVP reveals how the cable giant is adapting to customer demand as it ushers in a new era of customer service. view now

Many call center professionals believe the key to successful customer service lies in well-crafted performance metrics and well-analyzed data. In reality, driving a quality customer experience might require nothing more than a good story. view now