People Management
Avoid the Mistakes & Misconceptions of Contact Center Outsourcing
March 07 by Brian CantorThe most rudimentary of political debates has fueled a common conception of outsourcing: that it reduces costs and thus increases profits. As a result, there exists a tendency within customer man...
Delivering the Social Experience Your Customers Are Demanding
March 07 by CCW Digital EditorMake no mistake: customers are indeed demanding two-way brand communication and customer service on social channels. True, some are not yet using it as an end-all, be-all alternative to calling a c...
Customer Management Lessons from "The Walking Dead"
March 05 by Brian CantorIf you hate a hamburger, it is reasonable to stop eating. If you hate a book, it is reasonable to quit reading. But, apparently, despising a television show is not a sufficient reason to cease wa...
Be Like Disney: Why Your Brand Must Compete on the Customer Experience
March 05 by CCW Digital EditorWhen it comes to delivering an elite customer experience through our call centers, "what I think we often forget," notes Michael Adams, senior vice president and director of the customer contact cen...
Are Your Customer Service Reps Human Beings or Cyborgs?
March 05 by David LeeOn the same day a while back, I witnessed examples of both ends of the spectrum. First, customer service rep as Cyborg and then the caring human being example… While waiting in line at an e...
3 Things You Should Never Tell Your Customers
February 29 by Ayad MirjanShe stood behind the counter and stared at me suspiciously as I explained my situation. She then started shaking her head in a "no" motion halfway through my explanation. Such was my experience a...
Saga of a Cell Phone Charger: How Best Buy & Office Depot Came Up Short
February 28 by Brian CantorOf all the distinctions between e-tailers over brick-and-mortar retailers, few are more resounding than the price differential between technology accessories. Cables, in particular, are drasticall...
Homeshore vs. Offshore: The Changing Landscape of Outsourced Customer Care
February 27 by Customer Contact WeekThe outsourced customer care landscape is rapidly changing. The increasing costs and continually declining customer satisfaction with offshore providers has more companies now looking to the homesho...
Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience
February 22 by Customer Management IQProving again why it reigns supreme as Canada’s leading customer management conference, Call Centre Week Canada proudly announced today that a customer support lead from world-renowned Bombard...
When Disgruntled Contact Center Agents Strike Back
February 15 by Greg LevineImagine a world in which customer service agents spoke their mind on every call. What if, instead of always trying to soothe angry and abusive customers with forced empathy, agents voiced how they r...
You Have One Chance With Customers…Don’t Blow It
February 07 by Brian CantorJust about every customer management professional in existence has encountered the declaration that even the most isolated customer service incident can carry lasting ramifications for the business....
How Elite Companies Are Beating Your Customer Experience (And Why it Matters)
February 06 by Brian CantorEven in an age of significant customer management focus, many of those facing pressure to expand their customer experience management initiatives still find themselves dwelling on two key concerns:...