Internal Infrastructure & Governance
Be Careful to Whom You Cave: How Lowe’s Failed Trying to Appease Complainers
December 15 by Brian CantorIf nothing else, the recent "Butt Seriously, Chapstick?" controversy shined light on an unfortunate risk facing marketers: thanks to the rise of social media, outrage from even the tiniest minority...
Southwest’s Customer Management (Pt 2): Keys to Delivering the Unexpected "Wows"
November 30 by Stephen BlanchetteIn part one of Stephen Blanchette’s interview with Fred Taylor, the Southwest Airlines proactive customer service manager shared why and how his organization preemptively engages those custome...
Is Your Customer Experience "Naughty or Nice?"
November 28 by Brian CantorCompanies invest millions of dollars and thousands of hours into their customer service efforts. They consistently attempt to decode customer sentiment, hoping they can deliver products and accompa...
Southwest Airlines’ Customer Management (Pt 1): How to Turn Bad Experiences into Loyalty, Profit
November 18 by Stephen BlanchetteStephen Blanchette, principal at LeapQ and a new contributor at Call Center IQ, recently interviewed Fred Taylor, senior manager of proactive customer service communications at Southwest Airlines....
‘Til Death Do Our Client Relationships Part
November 04 by Mitchell OsakBusiness-to-Business (B2B) firms are rethinking their approach to business development and client retention. Since it is increasingly difficult and expensive to acquire new customers, prudent B2B f...
Achieving Present, Future Success with Social Media Monitoring; An In-Depth Conversation
October 24 by Joakim NilssonInvesting in a social media monitoring tool is on the agenda of almost every organization these days, not surprising since more and more organizations understand the importance of monitoring their o...
Domino's' Ingredient to Customer Satisfaction: Admit the Pizza Sucks
October 24 by Brian CantorAttention, marketers! Senior-level marketers from leading companies can be considered for a complimentary invitation to the Marketing 360 Exchange. This is only for approved, senior-level attendee...
Stop Approaching Call Center Agent Engagement Like a HR Manager!
October 21 by CCW Digital EditorRarely, within the sea of discussion related to call center agent engagement, does the reality of the issue emerge: it should not be approached like a typical human resources concern. While many...
Fighting for Customers, TheLadders Calls Out LinkedIn Over Privacy Issues
October 10 by Brian CantorLast month, luxury careers website TheLadders.com made the decision to revoke its $100,000 salary minimum for job postings. In effect, it removed the site’s exclusivity and put it in direct c...
Are You a Good Call Center Leader? It's Time for a Credit Check
September 30 by CCW Digital EditorCall center leaders cannot escape complaints about the staffing crunch. They hear that the current generation doesn’t want to work in their call centers. They see high rates of turnover and...
Are Your Employees Delighting--or Driving Away--Your Customers?
September 21 by David LeeIf your business serves the public and you’re not monitoring how your employees represent you, you should be afraid. Very afraid. If you think I’m exaggerating, think of all the inte...
Agent Engagement - 'Feel-Good Fluff' or Your Path to a More Profitable Call Center?
September 16 by CCW Digital EditorOne would be hard-pressed to find a call center leader who vehemently opposes efforts to better engage their employees. But for many such managers, the actual business case for employee engagement...