People Management
7 Keys to Creating a Culture of Customer Centricity
June 14 by Brian CantorIt is difficult for call center professionals to escape advice about creating a customer-centric culture within their organizations. Sadly, it seems it is even more difficult for them heed that ad...
Your Angry Customers Don't Care! Do You?
June 13 by Brian CantorDisagree with me and want to vent? Like my perspective and want more? Follow my personal Twitter @cantorpedia! Interactions with disgruntled customers are often the best means of gaining valuabl...
George Strait Has the Answer to Your Customer Experience Woes
June 11 by Brian CantorOne might not typically think of country superstar George Strait and Internet sensation Zynga in the same breath, but when it comes to the customer experience, the latter has no problem drawing insp...
Are Your Reps Serving Customers or WINNING Customers?
June 04 by Brian CantorCustomer service representatives are not inherently incompetent. In fact, your organization’s customer service representatives might be rather superb at their jobs. They might know how to r...
Why Won’t the C-Level Support Your Customer Experience Strategy?
May 31 by Brian CantorAs Curtis Bingham, founder and executive director of the CCO Council, explained at the 2012 Customer Experience Summit, the connection between customer loyalty is not an innovative assertion. The...
Social Customer Care is Real (But Not Spectacular) at LL Bean, Zappos; Horrible Elsewhere
May 31 by Brian CantorHave we not reached the point at which dismissing poor social media strategies on the basis of the channel’s youth is getting insulting? [eventPDF] Another day brings yet another report on...
Closing the Workforce Management Gaps on the Roads to Productivity, Customer Satisfaction
May 31 by CCW Digital Editor"There is a huge amount of customer impact in the back office. If we can make that happen more efficiently through workforce management...[it] drives better performance in the back office and ultim...
Stop Ignoring the Crucial Call Center KPI
May 24 by Greg LevinMost contact center professionals will tell you how much they value their employees, and how the center has a lot of programs in place to keep agents – and thus customers – engaged and h...
Myth About a Myth: Measuring Average Handle Time Yields Poor Customer Service
May 21 by Brian CantorBy now, virtually everyone has been educated on the "myth" of average handle time. Long relied upon as a measure of call center efficiency, the AHT metric has been dismissed in recent years...
You Hired Me for Customer Service, Not Sales
May 16 by Melissa KovacevicI’m sure you’ve met this person on the phone or face-to-face. They are friendly but have no idea how to get you interested in the product or services they are trying to sell. They wer...
If "No Problem" is a Problem, You’ve Failed at Customer Service
May 15 by Brian CantorIf a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. To people who know me...
Care About Customers, Revenue? Make Partner Training Your Business!
May 09 by CCW Digital EditorWhether on the backend supply side or the frontend sales side, channel partners are a necessity in executing for our customers. But they can also be a significant bottleneck on performance, and tha...