Internal Infrastructure & Governance
7 Tips to Help Your Agents Delight Customers, Better Your Brand
September 09 by David LeeRecently, Call Center IQ contributor David Lee raised important questions about whether your organization’s customer service representatives are damaging your brand. Not one to dwell on the...
Sick of Agent Turnover or Incompetency? Try "Transition Training"
August 31 by Greg LevineSending a new agent straight onto the phones following just a couple weeks of classroom training is the equivalent of sending an aspiring boxer to fight Mike Tyson following just a couple weeks with...
7 Ways to Elevate Agent Retention & Engagement
August 11 by Greg LevineIf you stick a human being in a cramped cubical, tether them to a desk and pay them $9.50/hr to handle calls from demanding customers for 8-10 hours each day under fluorescent lighting… &h...
Behind Volkswagen's New Customer Experience Strategy
August 10 by Brian CantorLittle wavering would be expected if you polled American enterprises about the importance of the customer experience—virtually all would identify it as fundamental to the success of the busine...
Decision Is Not Action: Meaningful Steps For Overcoming the US Debt Crisis
August 09 by Customer Management IQEditor's Note: This is a guest commentary from IQPC's in-house Peter F. Drucker scholar, contextualizing how Drucker would evaluate the ongoing US deficit challenge. It does not reflect the views...
Making Big Gains with Agent Motivation
August 02 by Customer Contact WeekEmployee motivation is one of the most important factors in a call center’s success. It directly affects agent productivity and creativity and, if neglected, can be detrimental to both a call...
Recruit Top Agents, Lower Attrition with Language Testing
June 24 by Cory BennettPearson, an education and testing company, has made an impact in the contact center world with its VersantTM technology, a spoken and written language testing system. Recruitment and HR departments...
Comerica's Top-Down Culture, Top-Notch Agent Training
June 22 by Cory BennettIt’s easy and idealistic to say that the culture of a company should reflect the culture of its leadership. It’s much harder in practice. Patrick O’Shea, the senior vice presiden...
How Citigroup Delivers the Right Kind of Global Customer Experience
June 15 by CCW DigitalIn celebration of the recent 15th Call Center Week, let's take a retro look at a piece from our 12th Call Center Week. It is 8AM local time, and your important overseas business meeting is a half...
LEGO's Reward Bricks, Colorful Culture and KPIs
June 06 by CCW Digital EditorCall Center IQ caught up with Jill Ouellette, LEGO's Director of Business Development, after her presentation at this year's 3rd Annual Customer Experience Summit to talk a bit about LEGOs contact c...