Call Center Banner Stats

Leadership & Culture
233 results
of 22
Posted:

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights... Full Content »
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This one-hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment. Based on 2 years of research, this new book published by Harvard Business Press looks at the findings from studying service profit chain leading firms such as Wegmans Food... Full Content »
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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of... Full Content »
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Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support

Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not... Full Content »
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Register to view the webinar on demand now!

Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you... Full Content »
Contributor: David Lee
Posted: Tue, 09/09/2008
David Lee

In an effort to increase employee new hire retention, competing organizations in the war for talent are re-evaluating their onboarding processes. Talent management consultant David Lee has made a name for himself in the business world by helping organizations warmly welcome talent. He believes "emotional intelligence" in the onboarding process... Full Content »
Contributor: Laura Ries
Posted: Tue, 02/24/2009
Laura Ries

As marketing professionals, we spend way too much of our time trying to sell our ideas to top management.

Meetings often turn into boardroom battles between management and marketing. On many occasions we have lost these battles. We have the scars to prove it.

Why do management and marketing always clash? It occurred to me: They don’t... Full Content »
Contributor: Tim Searcy
Posted: Sun, 03/29/2009
Tim Searcy

Tim Searcy, CEO of the American Teleservices Association (ATA), is a seasoned expert on regulation, compliance and call center management. He joins Call Center IQ to shed light on some of the new regulatory issues facing call center employers with consideration to the Obama administration. Searcy explains off-shoring, regulation and fresh... Full Content »
Contributor: Blake Landau
Posted: Tue, 03/31/2009
Blake Landau

Most customer relationship management systems do not work. James Taylor can help your company design a customer relationship management system that does. Taylor, author of Smart (Enough) Systems and CEO of Decision Management Solutions, talks with Blake Landau in this podcast interview about decision management and what all marketers need to be... Full Content »
Contributor: Blake Landau
Posted: Sun, 04/05/2009
Blake Landau

In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ’s Blake Landau about the challenge facing call centers today. With extensive experience in the... Full Content »
Contributor: Derek Bishop
Posted: Mon, 04/20/2009
Derek Bishop

In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA, speaks about the challenge facing call centers today. With his extensive experience in the financial services industry, Bishop explains why... Full Content »
233 results
of 22
Posted: Tue, 10/13/2009
Andrew Cosslett on Leadership Habits That Make a Difference

What leadership habits do Andy Cosslett have that work?

Why frankly turning up is so important to leaders. You have to have the ability to "be there," despite the travel! Work out what's important and just turn up.

Treating people as critical members of the team is essential. Full Video »
Contributor: Blake Landau
Posted: Tue, 03/31/2009
PodcastImage
Most customer relationship management systems do not work. James Taylor can help your company design a customer relationship management system that does. Taylor, author of Smart (Enough) Systems and CEO of Decision Management Solutions, talks with Blake Landau in this podcast interview about decision management and what all marketers need to be Full Podcast »
Contributor: call center week
Posted: Sun, 01/31/2010
call center week

See what your peers are planning in the 2010 Call Center Outlook Survey. This new report features 27 data points, including:
• Budget plans and investments categorized by size and industry
• Plans for tactics such as at-home agents and self-service
• Who’s doing more with less and how

http://www2.knowlagent.com/l/334/20 Full Sector Report »