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        <title><![CDATA[ Columns RSS Feed]]></title>
        <link>https://www.customercontactweekdigital.com/rss/columns</link>
        <description><![CDATA[ CCW Digital - Call Center, Customer Service &amp; Customer Relationship Management ]]></description>
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        <pubDate>Fri, 17 Apr 2026 17:44:20 +0000</pubDate>
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                <title><![CDATA[Why &quot;Doing the Right Thing&quot; is the Key to Winning Customers]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/why-doing-the-right-thing-is-the-key-to-winning-cu?utm_medium=RSS</link>
                <description><![CDATA[ 
	Integrity can mean a lot of different things to different people, but Drucker simplified it to a single sentence --- it means adhering to a code of ethics and doing the right thing by sticking to th... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/why-doing-the-right-thing-is-the-key-to-winning-cu?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:36 +0000</pubDate>
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                    <item>
                <title><![CDATA[Ignorance:  The Secret of Demand-Side Innovation?]]></title>
                <link>https://www.customercontactweekdigital.com/technology/columns/ignorance-the-secret-of-demand-side-innovation?utm_medium=RSS</link>
                <description><![CDATA[ 
	Would you like to come up with innovations that mark you as an extraordinary performer? I&rsquo;m talking about innovators like Frederick Smith who thought up the idea behind FedEx while still in co... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/technology/columns/ignorance-the-secret-of-demand-side-innovation?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:36 +0000</pubDate>
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                    <item>
                <title><![CDATA[Drucker&#039;s New Certainties for Developing Strategy]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/drucker-s-new-certainties-for-developing-strategy?utm_medium=RSS</link>
                <description><![CDATA[ 
	Drucker wrote that the purpose of strategy is to enable an organization to achieve its desired results in an unpredictable environment. So contrary to what many believe, strategy is not about achiev... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/drucker-s-new-certainties-for-developing-strategy?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:35 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[How to Avoid Major Failure]]></title>
                <link>https://www.customercontactweekdigital.com/operations/columns/how-to-avoid-major-failure?utm_medium=RSS</link>
                <description><![CDATA[ 
	You can&rsquo;t avoid failure completely because sometimes you&rsquo;re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be very valuable in that you... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/operations/columns/how-to-avoid-major-failure?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:35 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[Drucker&rsquo;s Most Incredible Idea]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/drucker-s-most-incredible-idea?utm_medium=RSS</link>
                <description><![CDATA[ 
	Drucker was fond of pointing out that the greatest advances in management came from taking ideas from a completely different field and applying them to the manager&rsquo;s own. Ordinary managers sim... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/drucker-s-most-incredible-idea?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:35 +0000</pubDate>
            </item>
                    <item>
                <title><![CDATA[Problems in Your Contact Center? Agent Training Won&#039;t Fix It]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/problems-in-your-contact-center-agent-training-fix?utm_medium=RSS</link>
                <description><![CDATA[ 
	Human resource and technology consulting firms sell services to improve agent performance. Tech consultants look for ways to monitor an agent, while HR experts offer ways to motivate agents through... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/problems-in-your-contact-center-agent-training-fix?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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                    <item>
                <title><![CDATA[Quality According to Drucker It&rsquo;s not What You May Think]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/quality-according-to-drucker-it-s-not-what-you-ma?utm_medium=RSS</link>
                <description><![CDATA[ 
	Quality is a very necessary and important part of the product or service that you offer, whether the product is an automobile or an airplane, potential candidates for a job, or due diligence accompl... ]]></description>
                <author><![CDATA[ c.william@gmail.com (William Cohen, Ph.D.) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/quality-according-to-drucker-it-s-not-what-you-ma?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:35 +0000</pubDate>
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                    <item>
                <title><![CDATA[Customer Service Design Flaws]]></title>
                <link>https://www.customercontactweekdigital.com/strategy/columns/customer-service-design-flaws?utm_medium=RSS</link>
                <description><![CDATA[ 
	Call me&shy; a whiner and I will wear that badge publicly any chance I get. I travel a lot; 70,000 airline miles and 70-plus nights in hotels over four months. This has presented me with the opportu... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/strategy/columns/customer-service-design-flaws?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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                    <item>
                <title><![CDATA[Working on Average Handle Time and First Call Resolution? Stop It . . . Now!]]></title>
                <link>https://www.customercontactweekdigital.com/operations/columns/working-on-average-handle-time-and-first-call-reso?utm_medium=RSS</link>
                <description><![CDATA[ 
	I know . . . here we go again, but the insanity has to stop at some point. Changing thinking sometimes becomes a redundant activity that if whacked on the head enough something might stick. When it... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/operations/columns/working-on-average-handle-time-and-first-call-reso?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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                <title><![CDATA[1 800 Flowers - Undercover Boss Draws Wrong Conclusions]]></title>
                <link>https://www.customercontactweekdigital.com/operations/columns/1-800-flowers-undercover-boss-draws-wrong-conclusi?utm_medium=RSS</link>
                <description><![CDATA[ 
	The 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... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/operations/columns/1-800-flowers-undercover-boss-draws-wrong-conclusi?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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                <title><![CDATA[Quit Treating Your Contact Center Like a Manufacturing Plant]]></title>
                <link>https://www.customercontactweekdigital.com/people-management/columns/quit-treating-your-contact-center-like-a-manufactu?utm_medium=RSS</link>
                <description><![CDATA[ 
	The mass production, economies-of-scale mentality that has a place in the demise of manufacturing in the United States has long been the model copied in contact centers. With more and more manufactu... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/people-management/columns/quit-treating-your-contact-center-like-a-manufactu?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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                    <item>
                <title><![CDATA[Apple&rsquo;s Antenna-gate: Tomorrow&rsquo;s Innovation with Yesterday&rsquo;s C...]]></title>
                <link>https://www.customercontactweekdigital.com/people-management/columns/apple-s-antenna-gate-tomorrow-s-innovation-with?utm_medium=RSS</link>
                <description><![CDATA[ 
	Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations have yet to learn. A customer focus matters and the less sensitive you... ]]></description>
                <author><![CDATA[ tripp.babbitt@bryce.com (Tripp Babbitt) ]]></author>
                <guid>https://www.customercontactweekdigital.com/people-management/columns/apple-s-antenna-gate-tomorrow-s-innovation-with?utm_medium=RSS</guid>
                <pubDate>Fri, 23 Aug 2024 15:48:40 +0000</pubDate>
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