People Management
8 Million Customers, 171 Languages and 1 Big Apple
December 21 by CCW Digital EditorJoe Morrisroe, 311NYC's Executive Director and Deputy Commissioner for the mayor of New York City, gives the opening keynote speech at the first annual International Contact Center Expo and Conferen...
Customers and Agents – Island of Misfits or Holiday Magic?
December 21 by Tripp BabbittAh Rudolph the Red-Nose Reindeer, the holiday classic that as a child I looked forward to every year. Sam the Snowman (Burl Ives) narrates and sings us through the trials and tribulations of Rudolph...
Marketing's Holiday Strategy: Customer Service
December 21 by Brian JamesonIs it just me, or have you noticed Marketing’s new secret weapon, Customer Service? It’s common to hear sales teams and executives point out their company’s superb customer servi...
Top 10 Customer Service Turn Offs
December 20 by Lee KennedyIt takes only a few moments to damage a customer relationship that took several years to build. The best way to retain your existing customers is by being diligent in your everyday dealings. Given...
Doing More With Less in the Call Center and the Dangers of Average Handle Time
December 17 by Jane FinnIn recent years, a lot of attention has been paid to making our companies more "customer- centric" and aligning the call center’s "vision and mission" with the organization’s corporate g...
Making the Best of a Bad Situation
December 14 by CCW Digital EditorJudith Rott, Head of Customer Service for TUI Deutschland GmbH, gives a keynote speech at the first annual International Contact Center Expo and Conference in Miami. Judith discusses
Call Center Industry Provides Opportunity within Disabled Community
December 13 by Gina ScanlonCMIQ speaks with special guest, Linda J. Walsh, Founder, President and CEO of Virtual Training Systems, a company that develops e-learning educational programs and online job training services to...
Life vs. Job Satisfaction Within the Call Center
December 13 by Customer Contact WeekAccording to recent findings by Wright and Cropanzano, a more holistic approach to employee relations is necessary to remain successful in today’s highly competitive environment. This is espec...
Social Media Lessons For Brands & Their Agencies From Football
December 08 by Toby BloombergBeth Kanter and Allison Fuller said, "social media use is a contact sport, not a spectator sport" (The Networked Nonprofit). It's so easy to buy your bag of peanuts and sit in the bleachers as you w...
Empowering Women in the Contact Center and Beyond
December 08 by Rosanne D'AusilioI recently contributed to a popular Carol Roth blog called 76 Challenges That Women Have to Overcome in Entrepreneurship (http://tinyurl.com/36wa6kg) This is similarly applicable to the workforce in...
Pat This: TSA vs. the Airline Customer
December 08 by Gina ScanlonRecent developments concerning the Transportation Security Administration's new full-body scanners and ‘pat downs’ in certain airports around the nation have percolated curiosities conce...
How to Take Your Customer Feedback Program to the Next Level with Social Media
December 07 by Justin SchusterWe didn’t need the popularity of the movie The Social Network to tell us how ingrained social media has become in our culture. Use of social media sites such as Facebook, Twitter and others is...