The silos often get in the way when we are serving customers. Customers are triaged, put on hold or passed...

Inspired customer leadership in the very best companies on earth came from the heart and soul of the impassioned leader...

Before a call center creates a strategic plan, mission or vision, one of the first activities should be to conduct...

Your agents possess a wealth of customer care knowledge and experience, and understand your customers better than anyone. But does...

Do you give customers a positive view of how the frontline is encouraged to do what’s right, work together and...

Let me tell you a story of two call centers. Both have similar operations, both similar employees and both serve...

No contact center technology is more notorious than interactive voice response or IVR. This three-letter acronym more often than not...

The Container Store grows because they trust their people. Trusted employees feel and act like partners. At the Container Store,...

The old adage of “The customer comes first” or “The customer is always right” comes from the belief that if...

In October, I covered results from the 2011 Contact Center Productivity Survey. As we’re wrapping up 2011 and looking to...