Call Center Banner Stats

People Management
543 results
of 50
Contributor: Book Review
Posted:

Whether you are a veteran CEO taking the reins of your next organization, or a new frontline supervisor, The New Leader’s 100-Day Action Plan will help you manage your leadership transition so you can take charge, build your team and deliver better results faster than anyone thought possible. This matters because 40 percent of leaders... Full Content »
Contributor: Book Review
Posted:
In today’s tough economic climate businesses need to maintain their edge, and to find it they need to look within. "It’s a simple equation" says Roxanne Emmerich, president and CEO of Emmerich Group, Inc., a "workplace transformation" company."Companies that vanquish energy vampires and have fun develop a give-more spirit that results... Full Content »
Contributor: Book Review
Posted:

The Positive Coach Approach (Call Center Coaching for High Performance) has been designed to stand on four major foundational imperatives. To become proficient in it, managers and coaches must understand and embrace the philosophy and background of the process as outlined in each foundational block.

Foundational Imperative # 1: Four Building... Full Content »
Contributor: Tripp Babbitt
Posted:
Call Center Myth Busters, A Trilogy: Part 2: Measurement, Analysis and Management
Not since the days of Charles Dickens have we seen the likes of call centers and the "command and control" style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time and work, managers and inspectors micro-managing the... Full Content »
Contributor: Barbara Burke
Posted:
Barbara Burke

World renowned Customer Management industry expert and consultant, Barbara Burke, talks with CMIQ's Gina Scanlon about what inspired her book, 'the Napkin, the Melon and the Monkey: How to Be Happy and Successful by Simply Changing Your Mind. Burke's fable is about a new call center representative's struggle with ornary customers and how she... Full Content »
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In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the... Full Content »
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Leveraging the Agent Scorecard to attain overall Excellence

Continuously, businesses have taken measures to gain a better customer’s relationship in the buying and selling of products and services. Many take a ‘snapshot’ look at marketing, operations, or automation, but few through the eyes of Total Customer Service... Full Content »
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Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction

 

Creating a powerful customer experience requires that your employees have all the necessary tools and support.  

Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage... Full Content »
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Aware of the ongoing struggles associated with recruiting, employee morale and high attrition, contact center managers undoubtedly need a workforce management plan that reinvigorates the customer management culture.

Enter the role of a cutting-edge employee empowerment strategy, which will not only spur agent engagement and happiness but... Full Content »
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Customer Loyalty is at the heart of an effective customer-centric strategy. Driving customer retention by identifying your best customers and increasing customer satisfaction is always smart business. Swedish Rail aimed to be a more profitable, modern, and customer centric organization through the launch of a customer loyalty program utilizing... Full Content »
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Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain... Full Content »
543 results
of 50
Contributor: Tripp Babbitt
Posted:
Tripp Babbitt
Not since the days of Charles Dickens have we seen the likes of call centers and the "command and control" style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time and work, managers and inspectors micro-managing the wor Full Video »
Contributor: Blake Landau
Posted: Sun, 04/05/2009
PodcastImage
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 financial Full Podcast »
Contributor: Sue Schaefer and Sue Wyman
Posted: Wed, 09/10/2008
Sue Schaefer and Sue Wyman
Every company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what it’s like to work at a particular company. It is uniquely different than, but critically connected to, the customer brand. Every company has the opportunity to shape their employer brand and create a... Full Column »
Contributor: call center week
Posted: Tue, 09/22/2009
call center week
Few call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identifying the right call center representatives can be problematic. Tapping into labor markets that yield enough qualified applicants to meet call center st Full Sector Report »