Call Center and Customer Service Management Community | Customer Management IQ - IQPC

What You Don't Know About Call Volume Forecasting Strategy

William Bleuel, PhD — Mon, 17 May 2010 04:00:00 GMT

In the last article I discussed the assumption with respect to satisfaction at the call

7 Steps to a Value-Driven Call Center Culture

Richard Natoli — Wed, 12 May 2010 04:00:00 GMT

In recent years the importance of developing a strong call center culture has been a

The New School of Thought On Improving Customer Satisfaction Through Smarter Queuing

William Bleuel — Wed, 05 May 2010 04:00:00 GMT

In the previous article I discussed the first leap of faith with respect to satisfaction

Inspiring Motivation Through Workplace Wellness

Brooks Mitchell — Fri, 30 Apr 2010 04:00:00 GMT

My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked

A Non-Mathematical Approach To Basic Forecasting

William Bleuel — Mon, 26 Apr 2010 04:00:00 GMT

The non linearity of queuing is known, from this knowledge the first leap of faith is to

Unleash the Creative Power of Your Call Center

Kathy Herrmann — Wed, 21 Apr 2010 04:00:00 GMT

Ask most people what they think of their experience with the call center and the common

Working Smarter Not Harder for Process Excellence in the Call Center

Darryl Flores — Fri, 16 Apr 2010 04:00:00 GMT

Unique obstacles befall the small call center and requires a unique approach. The

Don't Let KPIs Be the Death of Your Call Center

Richard Natoli — Thu, 11 Mar 2010 05:00:00 GMT

There are few business units that enjoy the robust reporting tools that call centers

Unpacking Call Center Average Handle Time

Charles Baker — Fri, 19 Feb 2010 05:00:00 GMT

Average Handle Time, the total time a call center takes, divided by the total number of

Average Handle Time: The Good, the Bad and the Ugly

Alex Lowenthal — Fri, 12 Feb 2010 05:00:00 GMT

Average handle time is the total amount of time spent by a call center representative in

Queuing Assumptions for Call Centers

William Bleuel — Wed, 10 Feb 2010 05:00:00 GMT

There are some pretty strong assumptions that are made when the queuing formulas are

Does Average Handle Time (AHT) Have a Place in the Modern Call Center?

Ben Bennett — Mon, 01 Feb 2010 05:00:00 GMT

I am strongly pro average handle time as a target, so long as it is used

Resurgence of Six Sigma in the Call Center: Decreasing Customer Churn

Eric Reidenbach — Mon, 18 Jan 2010 05:00:00 GMT

One of my clients, a wireless B2B telecom company, was experiencing a significant

Three Ways to Bring the Call Waiting Times Under Control

William Bleuel — Mon, 21 Dec 2009 05:00:00 GMT

One of the more obvious changes that has occurred in the call center in the last 10 to

Leverage Your Customer Experience in Growing the Top Line Cheaply

John Goodman — Mon, 30 Nov 2009 05:00:00 GMT

You can’t cost-cut your call center into sustainable prosperity—you must

Service-Level Targets: One Size Doesn�t Fit All

Andrea Ayers — Mon, 09 Nov 2009 05:00:00 GMT

Throughout my years managing call centers and global service operations, there has been

Growing Through a Recovering Economy�Are Traditional Call Center Metrics Enough?

Vivian Blade — Mon, 14 Sep 2009 04:00:00 GMT

“Hello, my name is Jane. How may I help you today? Yes, Mrs. Smith, how

A Painless Look at Using Statistical Techniques to Find the Root Cause of a Problem

From the Desk of the Executive Editor — Sun, 23 Aug 2009 04:00:00 GMT

Special note: We are responding to reader requests concerning the development of a solid

Understanding the Role of Six Sigma in Improving Call Center Processes

From the Desk of the Executive Editor — Mon, 10 Aug 2009 04:00:00 GMT

Editor’s note: Of late, much discussion on this site has focused on the weaknesses

Managing Change in Business Operations for Improved Performance Management at AXA

Derek Bishop — Mon, 22 Jun 2009 04:00:00 GMT

In the current economic climate, ensuring that you are operating effectively and with

Turning Customer Complaints Into Profitable Opportunities Using the Six Sigma Tool Kit

From the Desk of the Executive Editor — Mon, 25 May 2009 04:00:00 GMT

Service pays! Validated research reveals that it costs five times more to go out and get

Tim Searcy of the American Teleservices Association Discusses President Obama�s Possible Impact on Call Center Outsourcing

Tim Searcy — Mon, 30 Mar 2009 04:00:00 GMT

Tim Searcy, CEO of the American Teleservices Association (ATA), is a seasoned expert on

Introducing Customer Management IQ: A Peer-To-Peer Solution Exchange

From the Desk of the Executive Editor — Mon, 16 Feb 2009 05:00:00 GMT

People have more and more to read, but want to spend less and less time reading. They

The Secret to Achieving More with Less: Increasing the Productivity of Resources to Cope with a Rapidly Changing Economic Environment

From the editorial staff at e-BIM — Tue, 15 Dec 2009 05:00:00 GMT

Editor's note: Peter F. Drucker rendered explicit the interrelationship between and

Creating a Dialogue: The Importance of Branding through Social Media

Art Hall — Mon, 10 May 2010 04:00:00 GMT

While most companies are still in the nascent stages of capturing and engaging their

The Four Steps You Must Take to Create the Future

Wed, 20 Jan 2010 05:00:00 GMT

When asked about his ability to predict the future so accurately, something he had said

Hospitals Don't Call Me Patient, Call Me Customer!

Tripp Babbitt — Wed, 16 Jun 2010 04:00:00 GMT

I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded

Inspiring Motivation Through Workplace Wellness

Brooks Mitchell — Fri, 30 Apr 2010 04:00:00 GMT

My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked

Transform Your Call Center into a Value Performance Monitoring System

Reg Goeke — Mon, 04 Jan 2010 05:00:00 GMT

I’ve observed the workings of call centers in a variety of industries, and

Choice Hotels Case Study With Mark Weiner

Tue, 27 Apr 2010 04:00:00 GMT

In pursuit of turning customer data into profit Choice Hotels International, Inc hired

Driving Up Average Handle Time and Self-Service At Sabre Holdings

Wed, 21 Apr 2010 04:00:00 GMT

It might sound strange that an increased average handle time helped Sabre Holdings cut

Call Center Week Producer Interviews Customer Management IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service

Sat, 17 Apr 2010 04:00:00 GMT

John Cushman has his finger to the pulse of the next generation technology. He

Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Tue, 13 Apr 2010 04:00:00 GMT

Sandra Levesque has a compelling story to tell--and it involves the seamless integration

Steering Social Media and Comcast Through A Customer Service Sea Change

Wed, 07 Apr 2010 04:00:00 GMT

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his

Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw

Wed, 07 Apr 2010 04:00:00 GMT

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn

How to Become A Call Center Employer of Choice

Thu, 01 Apr 2010 04:00:00 GMT

Did you know that in the U.S. $300 billion dollars is lost every year due to stress

Making Customer Complaints Profitable

Tue, 16 Mar 2010 04:00:00 GMT

Arguably the godfather of a structured approach to complaint handling, Vice Chairman of

What We Can Learn From eHarmony About Call Center Management and Measurement

Tue, 26 Jan 2010 05:00:00 GMT

Scott Ackerman was a match for eHarmony. While there, Ackerman helped turn the customer

Lower Operational Costs Without Sacrificing Service

Fri, 01 May 2009 04:00:00 GMT

Up to 30 percent of your contact workload is preventable via proactive education and

Quality Principles Applied to Call Center Audits

Tue, 17 Feb 2009 05:00:00 GMT

Call centers need to balance the cost of auditing with the risk mitigation resulting

What We Can Learn From eHarmony About Call Center Management and Measurement

Tue, 26 Jan 2010 05:00:00 GMT

Scott Ackerman was a match for eHarmony. While there, Ackerman helped turn the customer

Why Leaders Need to Focus On Goals During Downturns

Tue, 03 Nov 2009 05:00:00 GMT

Daniel Goleman explains the role of leaders during downturns.

360'CRM Case Studies

Wed, 06 Jan 2010 05:00:00 GMT

360'CRM's specialized IT solutions enable measurable Customer Experience improvement as

Using Speech Analytics to Ensure Agent Quality in an Outsourced Environment

Thu, 11 Mar 2010 05:00:00 GMT

Stop Looking! The FCR Silver Bullet is Already Here

Wed, 24 Mar 2010 04:00:00 GMT

While improving your First Contact Resolution (FCR) rate can reduce costs and increase

Providing a Unique Customer Experience via a Multi-Channel Contact Center

Tue, 30 Mar 2010 04:00:00 GMT

Anticipating customer needs and exceeding their expectations is critical for the

Confirmit Farmers Case Study

Wed, 29 Jul 2009 04:00:00 GMT

Farmers Insurance is the third largest writer of both private passenger automobile and