People Management
Surprising Reality of What Truly Keeps Call Center Leaders Up at Night
May 08 by Brian CantorAs the call center continues to evolve, your team will naturally explore innovative solutions and strategies for satisfying customers. This is IMPORTANT, but it also comes with many risks. Find ou...
Don't Want Your Customers to Leave? Act Like It!
May 07 by Brian CantorSuffocated by their experience with studies confirming the financial advantage of retaining a customer over attracting a new one, customer management leaders know little of more importance than the...
Six Best Practices for Agent Knowledge Management
May 02 by Customer Contact WeekKANA and its customers have learned valuable lessons through many years of successful knowledge management deployments in the contact center. Here are six best practice guidelines that we have found t...
Trump Hotel Wins By Not Taking Customer Experience Shortcuts
April 30 by Brian CantorWhen you, a customer management leader, ask for insight on how to "be like Disney," you better understand the seriousness of your request. If you’re looking for quick fixes or cheap shortcut...
How Do You Treat Your Black Customers?
April 30 by Brian CantorAs a child, I hated going to the barbershop. It was not because I objected to chit-chat with strangers—I was the loud, sociable kid whose parents thought was cute and everyone else probably...
3 Crafty Strategies for Maximizing Contact Center Agent Performance
April 26 by Greg LevineLast night you were told by senior management to "do less with more" in your contact center. You can stop celebrating now – it was just an "opposite" dream. Back to reality. Contact c...
Live @ Call Centre Canada: Would Customers Pay to Reach Your Call Centre?
April 24 by Brian CantorSometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Call Center IQ’s 7th Annual Call Centre Week Canada. Asked by t...
Live @ Call Centre Canada: 4 Simple Ways to Re-Energize Call Centre Employees
April 23 by Brian CantorIf the first day of the 7th Annual Call Center Week Canada is any indication, the contact center culture challenge remains a significant point of concern for customer management professionals....
What Happens When Your Customers Aren’t Looking
April 17 by Brian CantorA recent encounter with a customer service article made me wonder how customer service managers view their customers behind closed doors. Neither a particularly-new article nor a particularly-soph...
Stop Using Your Call Center Strategy as an Excuse
April 11 by Brian CantorIf you are in customer management, you have undoubtedly heard the tired clichê about how the rise of self-service and social media as outlets for "transactional" support inquiries has opened the doo...
You Can't Always Teach Bad Call Center Agents Good Tricks
April 11 by Melissa KovacevicSometimes, we just can’t change an employee’s behavior because they don’t want to change it. You can read 1,000 books and articles on all the wonderful coaching ideas out there, t...
Diary of a Call Center Agent Gone Mad
April 09 by Greg LevineNobody could have foreseen the on-the-job meltdown of Tim Thomas, a veteran customer service agent for Alabama Light & Electric (ALE), during a tropical storm last summer. Tim had endured numerous c...