unions
The Wisconsin Problem: What Customer Service Managers Can Learn from the Union Controversy
March 25 by Gina ScanlonI may be missing something, but isn't the government supposed to work for the people, just as the Contact Center is supposed serve the customer to the best of its ability? The parallel got me thinki...
Who's to Blame: Management or Labor?
March 24 by Tripp BabbittThe real battle for quality doesn’t lie in processes; it lies in thinking. The recent rift in the state of Wisconsin and other places caused in part by increasing government costs leads one to...
Tips from 311's Frontlines
November 19 by CCW Digital EditorExecutive Director of 311NYC's call center, Joseph Morrisroe, and 311 City of Philadelphia's Deputy Director, Rosetta Carrington Lue, speaks with CMIQ Editor Gina Scanlon at the International Contac...