Internal Infrastructure & Governance
Unexpected Growth Opportunities in the Prepaid Card Industry
May 26 by Cory BennettThe Durbin Amendment, recently tacked on to the Dodd-Frank Wall Street Reform Act, will change the prepaid card industry. There is no consensus on what this change means for companies, however. SunT...
You Have Extensive Training, But is it Tracked Properly?
May 26 by Greg LevineI often hear call center managers boast about how extensive their new-hire and continuous training is, but then when I ask them how they formally measure the effectiveness of each method and module...
Accelerating Coca-Cola's Decision-Making Ability
May 18 by Cory BennettDoug Bippert, vice president of business acceleration for Coca-Cola’s Global Juice business, faces an increasingly complex and knowledgeable customer base. To manage this complexity, Bippert h...
Improve Your Pre-Hire Assessment Process
May 16 by Greg LevineLast week, CMIQ published Greg Levin's "Five Elements of a Successful Agent Recruiting Program." The piece gave some of Levin's best agent recruiting practices seen over his 17 years in the call cen...
Five Elements of a Successful Agent Recruiting Program
May 09 by Greg LevineAgent recruiting is hardly a hot topic these days. With so many people out of work and in need of jobs, most companies feel the call center won’t have any trouble filling seats if needed. But...
What Factors Create a Robust Call Center Work Force?
May 04 by Customer Management IQAn emerging number of U.S.-based companies have returned call centers to the States the last few years. Nowhere has this trend been more apparent than in Georgia. The Georgia Department of Economic...
Leading Faceless Teams: When It Works. Why It Doesn’t
April 28 by Jo'Ann AldersonJo'Ann Alderson is the author of the new book, Connecting in the Faceless World. Here, Jo'Ann lays out some pointers for those overseeing a team that frequently uses faceless communication to intera...
5 Tips for Scripting in the Call Center (Besides "Don't")
April 04 by Heidi MillerTo script or not to script in the call center: it's a deceptively complicated question. Callers don't enjoy trying to connect with robo-agents who can't deviate from a script, but trainers can find...
The Customer Experience Golden Rule for Employers
April 03 by Jim L. WatsonEveryone knows the Golden Rule: Do unto others as you would have them do unto you. How can the same Golden Rule be used to guide corporate officers and managers in creating an organization that i...
Who's to Blame: Management or Labor?
March 24 by Tripp BabbittThe real battle for quality doesn’t lie in processes; it lies in thinking. The recent rift in the state of Wisconsin and other places caused in part by increasing government costs leads one to...
Hiring Employees to Fit your Company Culture
March 21 by Jim GregoryAssessing an individual's personal culture is often the underappreciated "X" factor that can play a key role in finding those that will be great fits and naturally thrive in each company’s uni...
The Essential Outbound Call Center Checklist
March 09 by Angela MorrisIf you’re like most call center managers, your daily routine is pretty consistent. Most likely you haven’t recently taken the time to evaluate what is working and what needs to be change...