business
When It Comes To Customer Service, Black History Has Been Effaced. But Today’s Black Businesses And Employees Are Overcoming CX Hurdles To Make Sure Their Names Are Known
March 01 by Wandy Felicita OrtizNearly three years ago, in the heat of COVID uncertainty, George Floyd was murdered in the streets of Minneapolis, prompting a national call for racial and restorative justice meant to radically trans...
Harvard Business Review Reveals Negotiation Tactics in One of the Biggest Deals in Sports Media History
November 11 by CCW DigitalNegotiation, by nature, requires compromise, which means there is no such thing as absolute power. However, as the study of Murdoch reveals, recognizing niche strategies like timing and influence can...
The Top Ten Rules of Email Etiquette
January 03 by Paula Klee ParishThere is a communication crisis occurring today. With the proliferation of text-speak and 140 character sentences, we have forgotten how to effectively communicate. For example, what happened to the...
2 Top Tips for Business Success in Social Media
October 15 by Doug BrownDo you know a business that is getting into social media but doesn’t have a strategy? This is a pretty common conversation I hear these days: "We are into social media." "Good. What are...
The Two Functions that are the Basis of Success in Any Organization
October 04 by William Cohen, Ph.D.Peter Drucker was the first to understand that the basis of success in any business rested on only two basic functions. I emphasize that Drucker referred to any business. That means any business or...
The L Word: Loyalty
June 08 by Brooks Mitchell, PhDMany call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University...
The 'Flaws' with Women In Leadership
May 20 by Doug WilwerdingRecently I had the privilege of being a panelist at a local university that exclusively enrolls women. Among a full complement of course offerings in various disciplines, the college of business o...
Paula Klee Addresses Contact Center Culture
May 19 by Blake LandauWhat if you or your contact center agents had to look in the mirror before they picked up the phone? Would smiles be reflected? When you smile, or frown, the listener can hear this on the other side...
What Drucker on Business Ethics Can Teach You About Leadership
March 24 by William Cohen, Ph.D.Drucker was extremely ethical in his outlook and all he did. On a personal level he was one of the most ethical individuals I have ever met. However from both his writing and classroom lectures, it wa...
How To Develop Strategy
March 02 by William Cohen, Ph.D.Drucker’s views on strategy were quite different from those taught by others. He did not believe in "portfolio management" or quantitative methods for strategy development. Drucker felt that e...
Voice of the Customer and Maximizing the Customer Feedback Process
December 16 by Blake Landau[inlinead] Gary Schwartz, an active speaker at IQPC’s 2009 Customer Feedback Week conference, is excited about turning data into profit through the voice of the customer. He claims that ever...
Customers, Not Vendors, Need to Steer Social Business Design
October 26 by John MooreMany people refer to Customer Relationship Management (CRM) as Social Customer Relationship Management (SCRM). While I prefer to refer to it as Social Business Design, it is the same thing. It is th...