Leadership & Culture
230 results
of 21
Posted: 02/11/2016

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights an Full Content »
Posted: 02/11/2016

This one-hour webinar informs, inspires and challenges your thinking about what it takes to outperform your competitors in this tough and tumble competitive environment. Based on 2 years of research, this new book published by Harvard Business Press looks at the findings from studying service profit chain leading firms such as Wegmans Food Market Full Content »
Posted: 02/11/2016

What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of us Full Content »
Posted: 02/11/2016

Help Your Call Center Set the Direction of the Customer Experience and Gain CMO Support

Most companies fail to have an effective Voice of the Customer (VOC) strategy. They mistakenly define this strategy primarily with surveys, when surveys, like looking in the rearview mirror, only address a customer’s past experience, they do not allow Full Content »
Posted: 02/11/2016

Register to view the webinar on demand now!

Recently, 70 percent of at-home proponents said that issues dealing with people and the processes to manage them were the biggest challenges to scaling an at-home agent program. People issues can be overshadowed by technology and other start-up concerns, but experienced practitioners say that if you Full Content »
Contributor: Jim Moylan
Posted: 01/25/2016
Jim Moylan
Are you a high energy, results driven contact center leader? Do you have proven BPO experience leading teams across all channels including Chat, Sales and Service? Are you able to successfully drive sales through exemplary customer service, specifically in a pay per sale environment? If so, we want to hear from you.

Afni is looking for a contact center Sales / Operations Director to lead one of our Tucson contact centers. The Operations Director will oversee the operations of the entire center including staffing levels for all projects and departmental financial impact factors, in order to ensure all client expectations are consistently being met for each project. Full Content »
Contributor: Brian Cantor
Posted: 12/18/2013
brian
There are certain failures that I simply refuse to accept. One of them is the requirement that I, the customer, tutor a customer service representative on the nature of his job. Full Content »
Contributor: Brian Cantor
Posted: 10/28/2013
brian
Why some customers would prefer going to the dentist (or abstaining from sex) to calling your call center. And one REALLY bad excuse that, for some reason, puts the blame back on the customer. Full Content »
Contributor: Brian Cantor
Posted: 10/14/2013
brian
"At our recent quarterly meeting, I confirmed to investors that the customer experience is now a top priority for our business. As this directive impacts all of you, I felt it worthwhile to explain what it means and how it will transform your day-to-day duties." Full Content »
Contributor: Brian Cantor
Posted: 10/02/2013
brian
Customer service agents are not in the apology business. They are in the resolution business. Full Content »
Contributor: Brian Cantor
Posted: 09/25/2013
brian
From Miley Cyrus' "Wrecking Ball," to Katy Perry's "Roar," to Robin Thicke's "Blurred Lines," America's favorite songs, perhaps to the surprise of music fans, were actually written about call centers and customer management professionals. Full Content »
230 results
of 21
Contributor:
Posted: 09/16/2012
PodcastImage
If there is one thing call center and customer experience executives are beginning to unanimously appreciate, it is that customer management metrics, though important, cannot exist in isolation. They must measure—and drive—the impact the customer support function is having on the greater business. "We have to move from [call center metrics Full Podcast »
Contributor: call center week
Posted: 04/14/2013
Call Center Week Speaker e-Book: Zappos, General Mills, Others on the Customer Experience
We asked 15 of our great Call Center Week speakers (including leaders from Zappos, NH Hoteles, Valvoline, General Mills and more): What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Full Whitepaper »