People Management

Reduce costs, differentiate your business. It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying... I'll lose touch wit...

The customer experience is a relevant concern in nearly all transactions, but its importance exponentially increases within the confines of a restaurant. Unlike an utilitarian trip to the mall or t...

The big thing these days is to become the sort of company where job applicants would step on their best friend to get a foot in the door. There’s even a formal label for such organizations &nd...

GETTING CLOSER TO YOUR CUSTOMER, A CHALLENGE FOR THE C-SUITE examines how the dialogue between customers and companies has changed in response to the advent of new communication channels – primarily s...

I was having a bit of a frustrating day the other day. I woke up on the wrong side of the bed…a little late. My alarm hadn’t gone off. I had only two minutes to get ready if I wanted to...

"People do business with people they know, like, and trust." Have you used this business maxim to examine how you and your Customer Service and Sales teams interact with potential customers? If...

For North American companies looking to stay competitive, outsourcing some or all of their back-office business operations to India has achieved the status of dogma. However, in the past couple of y...

The Golden Rule—"do unto others as you would have them do unto you"-- is regarded as such because its validity is thought to be universal and irrefutable. After all, who could really find fa...

You’d no doubt like to learn more about opportunities to provide multilingual customer services but may not be sure how to go about it successfully. Whereas you’re used to working in a h...

In an effort to gain recognition and respect, too many struggling contact centers try to bite off more than they can chew – implementing performance goals that they have as much chance of meet...

Call Center IQ is pleased to welcome Brooke Musterman as our newest editorial contributor. Brooke is the author of Reptiles on Caffeine which draws from her experience working as a Starbucks barist...

The only thing worse than repeatedly failing is learning how easily that failure could have been avoided. For those customer management professionals who continually succumb to the same agent engag...