growth
Applying Social Media to Call Center Recruiting
October 19 by Tim McDarisIn the world of recruiting, using social media as a recruiting source has become one of the hottest trends lately. Dr. John Sullivan, writing in ERE.Net, calls social media "the most powerful recrui...
Harvard Professor Ranjay Gulati Warns The Call Center To Reorganize For Resilience
March 22 by Blake LandauRanjay Gulati, Ph.D., Professor at Harvard Business School and expert on leadership and strategy, recently stopped by the Customer Management IQ offices to talk about his new book Reorganize for Re...
The Zappos CSRs Have A Smile In Their Voice: An Interview with Maura Sullivan and Rob Siefker on Managing the Zappos Call Center
December 04 by Blake LandauZappos call center managers Maura Sullivan and Rob Siefker have a smile in their voices when they talk about the Zappos call center, but you can’t blame them. It’s good to be Zappos in 2...
David Cliche, VP of Global Interactive Marketing at Aon, Talks About Customer Satisfaction, Metrics and Preparing for the Upturn
May 06 by Blake LandauHow can we make experiences positive for customers? How can we create a cohesive strategy to manage customers at different touch points and across different channels? David Cliche, VP Global Interac...
McDonald's Former Chief Marketing Officer Larry Light Talks About Brand Revitalization
April 29 by Larry LightIn 2002, analysts said McDonald's was "out of date," "too large to be turned around" and in "hamburger hell." But in 12 months McDonald's turned around the brand with one of the fastest brand turnar...
Nascent Netflix: Growth During An Economic Slowdown
March 05 by Blake LandauNetflix figured out early on that convenience, selection and value were the key ingredients for a recipe for success. Today, as most companies are struggling to pay the bills, Netflix recently boast...