People Management
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...
NYC311: Tapping Into the Pulse of the City
January 13 by CCW Digital EditorNYC311's Executive Director Joseph Morrisroe opens the doors to the NYC311 headquarters downtown, where Call Center IQ had the opportunity to speak with a number of call center reps, trainers, super...
Feeling 'Jet' Blue During the Holidays
January 12 by Gina ScanlonYou may recall the dire weather the Northeast experienced during the holidays, making it challenging to fly. Unfortunately I was one of many who had a difficult time returning home before New Years....
Are We Teaching Kids To Be Problem Customers? 5 Ways To Know
January 09 by Christopher ElliotIn most schools, the term "conflict resolution" is used to describe the art of dealing with interpersonal disputes – specifically between students and teachers or students and parents. That&...
Driving Continuous Improvement Processes to Realize Contact Center Efficiencies
January 06 by CCW Digital EditorAaron Taylor, Senior Director of Customer Care for MyLife, gives a keynote presentation at the International Contact Center and Expo in Miami. Taylor gives an inspirational speech about how to best...
joe jacaboni
January 04 by CCW Digital Editortest
Many Happy Returns and the Zero-Sum Game
January 04 by Tripp BabbittI call it the zero-sum game. The long held belief that there is a trade-off between providing good service and a corresponding increase in costs. The counter-intuitive truth is that costs go down w...
The Light at the End of the Tunnel: Creating Incentives for Call Center Employees
January 03 by CCW Digital EditorBrian Mullaney, SVP of the Customer Contact Center at The Scooter Store, gives a keynote speech at the 11th Annual Call Center Week in Las Vegas. The Scooter Store, which provides electronic mobilit...
The Top Ten Rules of Email Etiquette
January 03 by Paula Klee ParishThere is a communication crisis occurring today. With the proliferation of text-speak and 140 character sentences, we have forgotten how to effectively communicate. For example, what happened to the...
1 800 Flowers - Undercover Boss Draws Wrong Conclusions
December 31 by Tripp BabbittThe latest episode of Undercover Boss was for 1-800-Flowers. Jim McCann (founder and CEO) and Chris McCann (President and COO) are brothers and seem to treat each other in that older brother-younger...
Working Smarter Not Harder for Process Excellence in the Call Center
December 27 by Darryl FloresUnique obstacles befall the small call center and requires a unique approach. The small call center, one that employs less than 50 call center representatives, faces a different challenge. In additi...
10 Musts for Customer Satisfaction Surveys
December 22 by Al-Nashir BandaliThere are many ways to enhance your customer feedback data to ensure as much participation as possible, along with receiving the best results possible. Here are just a few. 1. Define Your Approach...