People Management
Posted: 07/29/2012
The Golden Rule—"do unto others as you would have them do unto you"-- is regarded as such because its validity is thought to be universal and irrefutable. After all, who could really find fault with the idea of treating people the way one would prefer to be treated? Zynga and TELUS International, that is who! "The old adage is, ‘treat Full Podcast »
Contributor: William Cohen, Ph.D.
Posted: 07/04/2011
William Cohen, Ph.D.
CMIQ columnist William Cohen revisits his extensive research on the 8 qualities of an effective leader and views them from a marketing perspective to test Peter Drucker's influential idea that, "Leadership is Marketing." Full Column »
Contributor: call center week
Posted: 02/03/2015
Dispelling 5 Myths on Outsourcing Customer Care

Reduce costs, differentiate your business.

It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying...

I'll lose touch with our customer care process-and our customers

I'll lose control and quality

I can only outsource simple processes

But some of the world's b Full Whitepaper »