Internal Infrastructure & Governance
How Helicopter Parenting Your Business Hurts Results
March 07 by Judy Murdoch"Helicopter Parenting" is a popular expression used to describe a parent who is trying to "manage" their children’s success by eliminating any chance of failure. There are actual stories abo...
How to Prevent 'Toxic Talk' in the Contact Center
February 21 by Gina ScanlonCustomer Management IQ welcomes back Barbara Burke, customer experience guru, workshop leader and keynote speaker, on the subject of what you can do to reduce toxic talk in your contact center. She...
Transforming Your Call Center into a Revenue Generator
February 15 by Customer Management IQCall centers are no longer being seen as simply a means of resolving customer issues and are being recognized as their potential as revenue generating entities. Some 69 percent of strategic decisi...
Complaints About US Contact Centers Increase by 40%
February 14 by Gina ScanlonContact Babel recently conducted a case study in the UK about the rise in complaints in call centers, and which areas in particular this rise was coming from. The study revealed, among other shockin...
Agents on Demand: A Case for Contact Center Reserve Teams
February 10 by Greg LevinWhenever your contact center is hit with a sudden unexpected spike in call volume – one that requires all hands on deck (and then some) – wouldn’t it be nice if there was a glass c...
Lay the Groundwork for a Customer-Focused Culture
February 09 by Carolyn HallCorporate culture, as any business textbook will tell you, is tricky to define, and trickier still to change. Culture cannot be created with the flick of a switch or simply imposed. Businesses are i...
4 Ways to Detect if your Performance-Based Culture is more than Lip Service
February 07 by Brad LindemannHow many of you have worked for or currently work for an organization that claims to be a "performance-based culture"? Did you know you were working in a performance-based culture before you were "...
Curbing Inflation by Increasing Workforce Productivity
January 31 by From the CMIQ Editorial DeskProductivity of knowledge and service workers will soon become a major issue as creeping inflation becomes more apparent and workers ask for wage increases. Increases in wages without correspondin...
Managing Gen X and Gen Y in the Call Center
January 28 by Mohan NairGeneration X (aged 26 – 46) and Generation Y (aged 18 to 28) form the core of present day’s and the future contact centre workforce. Gen X and Gen Y are highly educated, technologically...
Ask the Contact Center "Expert"
January 20 by Greg LevinI haven’t always been an expert on contact center management and customer care. Some might even argue I’ve yet to start being one. That’s okay, though – I never react emotion...
Talking About The Weather Does Have Its Purposes
January 19 by Michael BarbagalloOne of the most difficult tasks I ever completed as a contact center manager was to convince a newly promoted supervisor to leave his office and spend time with his agents. Initially he saw no value...
Drucker and Heroic Leadership
January 14 by William Cohen, Ph.D.In 1978, James MacGregor Burns published his Pulitzer Prize winning book, Leadership. In it he classified leadership into the categories of transactional and transforming types. Transforming leade...