Call Center Banner Stats

Columns

Lessons From Peter Drucker

William Cohen, Ph.D.

Why "Doing the Right Thing" is the Key to Winning Customers:

No amount of clever marketing spin tops the customer management benefit of doing the right thing.

by: William Cohen, Ph.D.
Published: January 3, 2012
Tags: Drucker, marketing, drucker on marketing, doing the right thing

William Cohen, Ph.D.

Drucker’s Surprising View of Corporate Social Responsibility:

Drucker concluded that considerations for workers in and out of the workplace were the responsibility of the corporate leader just as much as the profits, survival, and growth of the business or organization. Therefore, he taught that there were social responsibilities of business. As a result, Drucker was also called a pioneer of business social responsibility. Yet there were important Drucker... Read more

by: William Cohen, Ph.D.
Published: June 9, 2010
Tags: Drucker, Peter Drucker, William Cohen, management, leadership, leader, social responsibility, workforce

William Cohen, Ph.D.

Primum Non Nocere: Above All Do No Harm:

Drucker summarized what he expected from the leader with one of Hippocrates’s concepts: primum non nocere. This means "above all, do no harm." Hippocrates was a Greek physician born in 460 BC. As Peter Drucker is known as "The Father of Modern Management," Hippocrates is known as the "The Father of Medicine." In the ancient western world Hippocrates was regarded as the greatest physician of his... Read more

by: William Cohen, Ph.D.
Published: June 1, 2010
Tags: Drucker, Peter Drucker, Hippocrates, management, modern management, leadership, William Cohen

William Cohen, Ph.D.

What Drucker on Business Ethics Can Teach You About Leadership:

Drucker was extremely ethical in his outlook and all he did. On a personal level he was one of the most ethical individuals I have ever met. However from both his writing and classroom lectures, it was clear that he struggled mightily to arrive at basic ethical principles which were essential since he believed that ethical behavior was an absolute requirement of all organizational leaders. In his... Read more

by: William Cohen, Ph.D.
Published: March 8, 2010
Tags: morality, call center, Peter Drucker, contact center, William Cohen, Call Center Management, leadership, business ethics, moral, business, management

The Drucker Perspective

William Cohen, Ph.D.

Ignorance: The Secret of Demand-Side Innovation?:

How ignorance of a certain industry or its best practices can help fuel great success in innovation!

by: William Cohen, Ph.D.
Published: November 2, 2011
Tags: innovation

William Cohen, Ph.D.

Drucker's New Certainties for Developing Strategy:

Drucker wrote that the purpose of strategy is to enable an organization to achieve its desired results in an unpredictable environment. So contrary to what many believe, strategy is not about achieving results in a known and foreseeable environment but rather in an environment that is unknown and unforeseeable.

by: William Cohen, Ph.D.
Published: October 5, 2011
Tags: Drucker, strategy

William Cohen, Ph.D.

How to Avoid Major Failure:

You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be valuable in that you will know what and what not to do and avoid similar situations in the future. However, there is one type of failure that can, in fact, put you out of business. How can you avoid it?

by: William Cohen, Ph.D.
Published: July 31, 2011
Tags: Drucker, operations, failure

William Cohen, Ph.D.

Drucker’s Most Incredible Idea:

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."

by: William Cohen, Ph.D.
Published: July 4, 2011
Tags: William Cohen, Jeremy Drucker, Leadership Practices, Effective Management

Systems Thinking

Tripp Babbitt

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?

by: Tripp Babbitt
Published: May 31, 2011
Tags: Contact Center Agent Training, Tripp Babbitt, systems thinking, Contact Center Strategy, Call Center Strategy, Call Center Management, contact center management, contact center, call center

Tripp Babbitt

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.

by: Tripp Babbitt
Published: April 26, 2011
Tags: customer experience, customer service, International Customer Service, Customer Relations, customer relationship management, Online Customer Engagement, Online Customer Complaints

Tripp Babbitt

Apple’s Antenna-gate: Tomorrow’s Innovation with Yesterday’s Customer Service:

Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations have yet to learn. A customer focus matters and the less sensitive you are to the customer . . . the more it will cost you. The PR damage is the result of not listening to the customer, not from inappropriate spin. Denial has only exacerbated the problem with the... Read more

by: Tripp Babbitt
Published: July 19, 2010
Tags: customer service, Steve Jobs, iPhone 4, Tripp Babbitt

Tripp Babbitt

Quit Treating Your Contact Center Like a Manufacturing Plant:

The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the model copied in contact centers. With more and more manufacturing going away, we are getting former manufacturing managers bringing this mentality to service business. Service is not the same; and copying failed concepts in manufacturing will surely lead to... Read more

by: Tripp Babbitt
Published: July 13, 2010
Tags: contact centers, manufacturing, managing, Tripp Babbitt

Unorthodox Wisdom for the Uncommon Call Center

Brooks Mitchell, PhD

The L Word: Loyalty:

Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of Wyoming, I have talked about entrepreneurship with thousands of students. As a founder of three successful ventures, it has been easy for me to combine the academic theory with the practical... Read more

by: Brooks Mitchell, PhD
Published: June 7, 2010
Tags: entrepreneur, entrepreneurship, employee loyalty, loyalty, start-up, business, leadership, leader, culture, corporate culture, Brooks Mitchell, University of Wyoming

Brooks Mitchell, PhD

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 center facility. Much of that column referred to the blandness of many call centers and their inability to present a clean and attractive look to their employees. Subsequently, a few readers suggested I address the issue of personal decorum and dress... Read more

by: Brooks Mitchell, PhD
Published: May 26, 2010
Tags: first impressions, call center, contact center, culture, employee, management, development, University of Wyoming, Dr. Brooks Mitchell

Brooks Mitchell, PhD

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 today’s call center technology, including call center self-service customer service systems. In spite of my apprehension about these call center systems, I honestly understand, however, why there is a need for it. When technology can replace call center... Read more

by: Brooks Mitchell, PhD
Published: February 10, 2010
Tags: people management, call center, technology, call center technology, IVR, interactive voice response, self-service, automation, contact center, Snowfly, University of Wyoming, Brooks Mitchell, snowfly incentives

Brooks Mitchell, PhD

Call Center New Years Resolutions: A Two-Sided Coin:

Customer Management IQ’s Editor Blake Landau wanted me to write a column regarding New Year’s resolutions that call centers could consider for 2010. She suggested that I write something that Emily Post might put in one of her columns. You know, lists such as, eat less, exercise more, stop cussin', etc. Now, readers, that is not easy for me to do. If you have been reading my call center columns... Read more

by: Brooks Mitchell, PhD
Published: January 3, 2010
Tags: call center, call center representative, Call Center Management, call center manager, new years resolutions, performance management, performance measurement, contact center, agent, operator, University of Wyoming, Brooks Mitchell, Dr. Brooks Mitchell, Snowfly, customer management, blake landau

Creating a Customer Focused Culture

Art Hall

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 better" -Avinash Kaushik, Analytics Evangelist, Google Social Media ROI has a reputation for being difficult to measure because the benefits extolled by advocates is social media marketing is qualitative in nature. Return on Investment (ROI) is a financial metric. ROI... Read more

by: Art Hall
Published: April 27, 2010
Tags: social business, social media, strategy, operations, metrics, ROI, return on investment, marketing, investment, top-line growth, top-line revenue, Twitter, total cost of ownership, payback period, expenses, return on influence, return on engagement, roe, eva, CFO, chief financial officer, economic value added, economic value add, Art Hall, Alvarez & Marsal

Art Hall

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 through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured customer data shared on social networks such as Twitter and Facebook provides stimulation for innovative ideas, the product, process improvements and insights... Read more

by: Art Hall
Published: April 24, 2010
Tags: social media, brand, brand strategy, branding, customer management, strategy, Art Hall, social crm, Alvarez & Marsal

Art Hall

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 management can be an arduous task. This is particularly difficult when accounting for service levels, unexpected spikes in the number of calls received and forecasting call center demand without all of the necessary data and getting the right people in... Read more

by: Art Hall
Published: March 24, 2010
Tags: call center workforce management, talent, Alvarez & Marsal, scheduling, employee, workforce management, call center forecasting, forecasting, call center, call center leadership, workforce, Art Hall, management

Art Hall

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 strategy, specifically the call center strategy, to promote and sell products, brand promotion and even customer service at a relatively low cost. Many companies such as Coca-Cola, Unilever and Comcast have pioneered the way for other companies looking to jump... Read more

by: Art Hall
Published: February 15, 2010
Tags: social media, customer service, call center, branding, marketing, brand, strategy, technology, Dominos, Dominos Pizza, social, brand strategy, Art Hall, Alvarez & Marsal

Voice of the Customer

Reg Goeke

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 lack of focus associated with call center activities. It seems to me that the call center could become an extremely effective listening post if a) the call center were to be just a bit more proactive and b) if the call center were more focused on the customer... Read more

by: Reg Goeke
Published: December 6, 2009
Tags: call center, customer value, call center representative, VOC, customer, customer management, marketing, proactive, Reg Goeke, KPIs, key performance indicators, monitoring, quality, metrics, market value solutions

Reg Goeke

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 voice of the customer actionable in the call center. It should also be obvious that your voice of the customer can only become strategically useful if you take a proactive approach to collecting the data in the call center environment. You need to focus your data collection on those market segments that... Read more

by: Reg Goeke
Published: August 19, 2009
Tags: voice of the customer, customer, call center, customer value, voice, VOC, data, value, quality, market

Reg Goeke

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 true in a lean economic environment. Ask all your customers—business or consumer—about any recent purchase, and they will likely tell you that they were seeking the best possible quality at the most competitive price. This is the very definition of value, and... Read more

by: Reg Goeke
Published: June 2, 2009
Tags: customer, customers, quality, market value model, customer satisfaction, voice of the market, market value solutions, net promoter score, Reg Goeke, the value model, value metric, metric, voice of the customer

Reg Goeke

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 (VOC) for improved profitability and market share gains. The focus of this Voice of the Customer column will be on making your Voice of the Customer more actionable for smarter cost reductions and targeted revenue growth. I’ll be talking about the... Read more

by: Reg Goeke
Published: March 9, 2009
Tags: customer value matrix, customers, VOC, customer management, voice of the market, customer complaints, voice of market, customer, vom, customer value, metrics, voice of customer, market value solutions, voice of the customer, marketing, six sigma marketing, customer loyalty matrix, Reg Goeke, providing customer value

Brooks Mitchell, PhD

Beware the Holiday Turkey: A Cautionary Tale for Call Center Holiday Giving:

The holiday seasons are here now and call center management are considering giving gifts to their employees. Be very cautious about this policy in your call center. On the surface, this seems to be a good gesture to your call center representatives at a festive time of the year, and I am sure that most recipients in your call center of holiday gifts are initially very appreciative. But as... Read more

by: Brooks Mitchell, PhD
Published: November 16, 2009
Tags: call center, call center representative, christmas, x-mas, holiday season, human resources, talent management, management, employee engagement, Howard Hughes, Texas Instruments, Brooks Mitchell, University of Wyoming

Tripp Babbitt

Average Handle Time: An Antiquated Call Center Metric:

I recently finished reading Customer Management IQ's Blake Landau's blog entry "AHA!" Moment About AHT Average Handle Time and talks about how call center representatives may "hang up" on customers to keep their handle time down to meet their target or quota. I have seen such foolishness in almost every call center I have visited. The Problem with the Call Center Metric Average Handle Time The... Read more

by: Tripp Babbitt
Published: September 2, 2009
Tags: call center technology, average handle time, customer satisfaction, contact center, metrics, John Seddon, command and control, Tripp Babbitt, call center representative, new systems thinking, customer management, New Systems Thinking Blog, systems thinking, call center

Turning Data into Profit the Oracle Way

Jeremy Whyte

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 feedback regarding the customer experience with products or services. Leading companies use this customer input to continually enhance service delivery to improve the customer experience. In order to drive continual customer service improvements, companies need to focus on four areas regarding the customer... Read more

by: Jeremy Whyte
Published: April 19, 2009
Tags: good customer satisfaction, customer satisfaction, customer feedback, marketing, data analytics, service experience, superior service, Oracle, contact center, Jeremy Whyte, service delivery, call center, customer facing

Jeremy Whyte

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. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes, expectations and preferences of their customers, they... Read more

by: Jeremy Whyte
Published: January 12, 2009
Tags: ROI, root cause analysis, customer loyalty, operational metrics, customer feedback, customer feedback and financial data, oracle lifetime support, customer retention, Oracle, customer surveys, customer relationship surveys, customer lifecycle, transactional surveys, application integration architecture, VOC, Jeremy Whyte, customer management, closed loop feedback process, data analytics, voice of the customer, data, oracle applications unlimited, customer attrition

Driving Strategies Through Improved Customer Experiences

Jon Blum

Strategic Investment in Customer Experience:

Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a minute. This suddenly got a lot larger than you may have thought… Whether your customer base is 10 or 10 million, the idea that each individual holds critical answers to your company’s future and to the well being of... Read more

by: Jon Blum
Published: April 15, 2009
Tags: customer experience, business process, technology providers, marketing, Jon Blum, Best Buy, customer management, Geek Squad, call center, business process outsourcing, customer, brand promise, customer service

Can You See What Customers See

Dick  Lee

Redesigning Back and Front Office Processes to Improve Customer Satisfaction:

Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to improve customer experience on points of customer contact–thereby failing to address back office issues that undercut the positive efforts of customer-facing staff. The result? The obvious: What’s gained by one hand is taken away by the other.Why is... Read more

by: Dick Lee
Published: February 19, 2009
Tags: marketing, customer, CRM, employee, customer loyalty, customer relationship, customer-centricity, engagement, Dick Lee, back office, customer contact, High Yield Methods, customer-facing, customer management

ExecMojo

Sue Schaefer and Sue Wyman

Employer Branding to Empower Recruiting and Retention:

Every company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what it’s like to work at a particular company. It is uniquely different than, but critically connected to, the customer brand. Every company has the opportunity to shape their employer brand and create a differentiated perception of their company to ultimately... Read more

by: Sue Schaefer and Sue Wyman
Published: June 10, 2008
Tags: recruiting, employer brand, Gen X, retaining talent, Sue Schaefer, branding, company culture, retention, baby boomers, retirement, Sue Wyman, brand, staffing, engagement, recruitment, human resources, turnover, organizational culture, culture leadership, human capital, talent management, employee orientation, people development, retaining, culture, new employees, onboarding practices, employee experience, corporate onboarding, new employees feel welcome, new employee experience, new employee onboarding, onboarding best practices, onboarding, orientation

Sue Schaefer and Sue Wyman

Keeping Leadership Talent Engaged Starting With Hiring and Onboarding:

Low employee engagement and the millions of dollars that this is costing U.S. companies each year continue to be a challenge for executive teams everywhere. Given a transient workforce, it is up to companies to hire and onboard leaders well, develop the talent and utilize it well while the leader is with the company and help employees leave well when they exit a company. Starting with hiring and... Read more

by: Sue Schaefer and Sue Wyman
Published: June 10, 2008
Tags: leadership, employer brand, hiring, onboarding, Sue Schaefer, talent management, employee engagement