Apr 01, 2010
While top management in organizations says that it has taken to heart the value of the contact center, many contact center leaders report that there’s still a disconnect between the center and executive leadership. Here’s how you can bridge that gap.
What Senior Managers Need to Understand about Call Centers, Reporting Call Center Activity to Senior Management, Clarifying complex/misleading information, Putting key information in a user-friendly format
Feb 01, 2009
Expert advice on providing quality customer care in a trying economy from leading ICMI call center consultants.
Cost Performance, Demonstrating the Call Center's Value to the Organization
Jul 31, 2008
Five common characteristics can be found in successful, evolving contact centers around the world.
Agent Satisfaction/Engagement, Agent engagement measurement, Employee satisfaction measurement, Customer Satisfaction Measurment/Management
Jul 30, 2008
A Q&A with World Travel Holdings' Drew Daly.
Employee Management Issues, Change management, Performance management, Communication
Jul 02, 2008
A global report reveals that a significant gap exists between what C-level execs promise and what customer service organizations deliver.
Cost Performance, Customer Satisfaction Measurment/Management, Metrics/Performance Measurement, Strategic Value
May 30, 2008
Call center industry performance standards may not mesh with customers standards for service excellence. Identifying the gap between the two and using new tools to close the gap can boost customer satisfaction and loyalty.
Overall Customer Satisfaction Measurement, Acting on customer feedback (Voice of the Customer - VOC), Focus Groups, General satisvation surveys
May 30, 2008
No call center is an island - at least, it shouldn't be. Most of us remember a time when the majority of centers functioned primarily in a silo, working in isolation from marketing, IT, R&D, finance and even senior management.
Strategic Value, The Call Center's Contribution to Key Business Units, Contributions to Financial, Contributions to HR/Training
Oct 01, 2007
A dozen time-tested fundamentals that will help your organization achieve greater success.
Overall Customer Satisfaction Measurement, Acting on customer feedback (Voice of the Customer - VOC), Sharing customer data with enterprise, Customer Satisfaction Measurment/Management
Jul 04, 2007
Customer contact centers face a subset of demands that challenge broader organizations in today's global economy: find ways to make service delivery faster, better and more cost effective, year after year.
Strategic Value, Demonstrating the Call Center's Value to the Organization, People Management, People Development
Jun 04, 2007
Today's CEOs have a secret weapon for improving revenue growth, customer experiences and efficiency.
Sales in the Call Center, Inbound Sales, Blending sales and service, Measuring sales success