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

The Five Insights of Emotional Intelligence in Customer Service Used By the Best CSRs

Kate Nasser — Mon, 14 Jun 2010 04:00:00 GMT

A current online article, 10 Things Yo

The Most Costly Incentive Mistakes

Robert Cowen — Fri, 28 May 2010 04:00:00 GMT

I heard the president of a large corporation, with a multi-hundred million dollar annual

Corporate Wellness: It's Not a Program It's a Culture

Avi Singer — Fri, 28 May 2010 04:00:00 GMT

Undertone Networks the employer I have been fortunate enough to work for the past year

The 'Flaws' with Women In Leadership

Doug Wilwerding — Thu, 20 May 2010 04:00:00 GMT

Recently I had the privilege of being a panelist at a local university that exclusively

Getting Your Team in the Zone

Glenn Pasch — Wed, 19 May 2010 04:00:00 GMT

I was watching one of the press conferences at the Masters and they asked the Round 2

The Top Ten Rules of Email Etiquette

Paula Klee Parish — Mon, 17 May 2010 04:00:00 GMT

There is a communication crisis occurring today. With the proliferation of text-speak

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

Does A Slow Growth Economy Affect Service Levels?

Peter Gurney — Tue, 11 May 2010 04:00:00 GMT

Several months ago a friend sent me an article with the headline, “Providing good

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

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

Call Center Incivility on the Rise: Four Ways to Stop It

Diane Berenbaum — Wed, 14 Apr 2010 04:00:00 GMT

There is a disturbing trend in Corporate America. Despite increased talk about improving

Is Attracting Top Talent in the Call Center an Oxymoron?

Jo'Ann Alderson — Wed, 07 Apr 2010 04:00:00 GMT

In case you haven’t noticed, there is a top-talent crisis going on. For years

Working In A Call Center Made Me Fat

Mary Murcott — Fri, 02 Apr 2010 04:00:00 GMT

Working in a call center made me fat. Yes that’s right. Let me preface this

Tested Methods for Reducing Absenteeism in the Call Center

Kelly Carson — Tue, 16 Mar 2010 04:00:00 GMT

Oy Vey, Hire Another Call Center Representative! Here’s a statement you’ve

What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs?

Mary Murcott — Fri, 12 Mar 2010 05:00:00 GMT

So, you’ve been told that your role as a supervisor is primarily that of coach.

Creating a Career Path for the Seasonal Student

Jo'Ann Alderson — Thu, 04 Mar 2010 05:00:00 GMT

Cheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just

How To Develop Strategy

William Cohen — Tue, 02 Mar 2010 05:00:00 GMT

Drucker’s views on strategy were quite different from those taught by others. He

The Call Center: A Rose By Any Other Name

Jo'Ann Alderson — Thu, 25 Feb 2010 05:00:00 GMT

The call center is getting a bad rap because they’ve got a bad rep. As least this

Kill Dead Air at the Call Center—It�s Murder, But Not a Crime!

Judy McKee — Tue, 16 Feb 2010 05:00:00 GMT

Call path control is the key to successful call center customer service and client

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

Making Meetings Productive

editorial staff — Wed, 10 Feb 2010 05:00:00 GMT

Few things characterize modern management so much as the escalating tendency to have

Five Key Steps to Become a Valuable Asset to Your New Call Center Manager

Glenn Pasch — Fri, 05 Feb 2010 05:00:00 GMT

You just found out your boss at the call center is being replaced with someone from

Managing Call Center Results Is More Than Measuring Average Handle Time

James Bogle — Thu, 28 Jan 2010 05:00:00 GMT

Since I changed from being the client buying services to being the vendor of choice in

Doing More With Less in the Call Center and the Dangers of Average Handle Time

Jane Finn — Wed, 06 Jan 2010 05:00:00 GMT

In recent years, a lot of attention has been paid to making our companies more

Average Handle Time: Is It For You?

Jo'Ann Alderson — Mon, 14 Dec 2009 05:00:00 GMT

Everything old is new again–including AHT. I’ve been around the call center

Improving Customer Experience and Call Center Time Management with Call Path Control

Judy McKee — Thu, 10 Dec 2009 05:00:00 GMT

Countless call center dollars can be saved every year if call center representatives

The Essential Outbound Call Center Checklist

Angela Morris — Thu, 03 Dec 2009 05:00:00 GMT

If you’re like most call center managers, your daily routine is pretty consistent.

Six Pay Raise Alternatives for the Call Center

Scott Gordon — Wed, 18 Nov 2009 05:00:00 GMT

As call center managers, especially today, we are lucky to be able to maintain our

Call Center Workplace Wellness: A Case Study

Steve Brubaker — Thu, 08 Oct 2009 04:00:00 GMT

If you attend any InfoCision monthly Employee of the Month ceremony you’d hear the

The Proof is In The Pudding: The Customer-Centric Recipes of Zappos

From the editorial staff at e-BIM — Wed, 30 Sep 2009 04:00:00 GMT

Customers buy less in an economic recession, but they still buy—customers are just

The Movie Scene Every Manager Should See�If You Want Engaged Employees, High Morale and Employer of Choice Status

David Lee — Tue, 29 Sep 2009 04:00:00 GMT

While TV shows such as The Office and cartoon strips such as Dilbert make us laugh at

Call Center Technology—Is It a Help or a Hindrance In Your Company?

Kristina Evey — Tue, 29 Sep 2009 04:00:00 GMT

Customers and companies alike are relying on call centers to manage large portions of

Leveraging the Balanced Scorecard For Your Call Center

Dru Phelps — Tue, 29 Sep 2009 04:00:00 GMT

Is there a balanced formula that would both "please" the customer and keep

Call Center Employee Engagement at InfoCision: A Case Study

Steve Brubaker — Mon, 21 Sep 2009 04:00:00 GMT

In the call center industry the churn and burn mentality of call center employee

It Takes EQ, Not Just IQ, To Work In A Call Center

Keith Fiveson — Wed, 16 Sep 2009 04:00:00 GMT

Emotional Intelligence in the Call Center Is Back In this era of customer empowerment,

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

Beyond Efficiency: The Integration of People and Technology in the Call Center

Stephen Dawson — Tue, 08 Sep 2009 04:00:00 GMT

In recent years, the drive for efficiency has been a major factor in business decisions

Stop Visiting Your Customers: Leveraging Sales 2.0 For Increased Customer Engagement

Anneke Seley — Mon, 31 Aug 2009 04:00:00 GMT

Forward-thinking companies are asking their sales representatives to stop visiting all

Five Steps for Reinventing your Customer Service and Call Center Philosophy in Turbulent Economic Times

Darryl Flores — Mon, 17 Aug 2009 04:00:00 GMT

Cutbacks on marketing and staffing are the natural reactions of companies during a

The Perfect Time to Reinvest in Process and People

Bill Price — Wed, 15 Jul 2009 04:00:00 GMT

During an economic crisis, customers become nervous about their income futures. They

Position Call Center Management for Success With A Call Center Curriculum

Darryl Flores — Wed, 01 Jul 2009 04:00:00 GMT

Are supervisors picking up call center management training in drips and drabs? Gone are

Winning Customers Through Effective Call Center Management at Zappos

Rob Siefker and Maura Sullivan — Tue, 30 Jun 2009 04:00:00 GMT

Editor's Note: This article was first run on Customer Management IQ on 5/12/2009.

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

Hire Better with Science: Assess Call Center Candidates� Skills to Predict Job Success

Ken Lahti, Ph.D. — Wed, 25 Mar 2009 04:00:00 GMT

Quality of Hire Matters Hiring decisions matter now more than ever. When companies are

Increased Employee Engagement Leads to Increased Customer Engagement

Shaun Smith — Mon, 09 Mar 2009 04:00:00 GMT

Aligning People With Strategy Creating a powerful customer experience requires the full

EMBARQ Case Study: Driving Productivity with Assessment Science

Ken Lahti, Ph.D. — Tue, 17 Feb 2009 05:00:00 GMT

In the telecom industry, where balancing customer service issues with sales and staff

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

Picking People: Systematically Matching Strengths with Opportunities

Fri, 23 Apr 2010 04:00:00 GMT

No one can guarantee the performance of a manager or executive appointed to a new

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

Primum Non Nocere: Above All Do No Harm

William Cohen — Wed, 02 Jun 2010 04:00:00 GMT

Drucker summarized what he expected from the leader with one of Hippocrates’s

Command and Control in Governmental Contact Centers

Tripp Babbitt — Thu, 20 May 2010 04:00:00 GMT

In an attempt to keep in touch with the world I ran across an article in the Wall Street

The L Word: Loyalty

Dr. Brooks Mitchell — Tue, 08 Jun 2010 04:00:00 GMT

Many call centers are entrepreneurial ventures whose success and continued growth is

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

David Bradshaw Spills the Beans on A Three Year Vision At ING Direct

Thu, 15 Apr 2010 04:00:00 GMT

Perhaps you have seen the orange ING Direct cafes in your city. Customer-centric

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

Motivating Call Center Representatives with Game Changer Duane Cashin

Tue, 16 Feb 2010 05:00:00 GMT

On opening night, for any performance, “energy is required” says sales and

Kill Dead Air: It's Murder But Not A Crime

Fri, 29 Jan 2010 05:00:00 GMT

Call path control is the key to successful call center customer service and client

The Six Essential Principles of Call Center Performance Management

Wed, 20 Jan 2010 05:00:00 GMT

Jo’Ann Alderson, President of Progressive Communications and author of Connecting

Daniel Goleman on What It Takes to be a Great Leader

Wed, 06 Jan 2010 05:00:00 GMT

Daniel Goleman, author of Emotional Intelligence , discusses the strengths found in

Implementing a Global Financial Services Onboarding Program for Offshore Call Center Partners

Tue, 22 Dec 2009 05:00:00 GMT

Offshoring any call center in a global setting requires an extreme amount of call center

How Leaders Create Willing Followers

Thu, 19 Nov 2009 05:00:00 GMT

Former CEO of BBC, Greg Dyke was well supported by his colleagues. How did he create

Ethics in Leadership

Tue, 17 Nov 2009 05:00:00 GMT

Daniel Goleman explains why leaders must set ethical norms.

Leadership Lessons from the U.S. Election

Tue, 10 Nov 2009 05:00:00 GMT

Daniel Goleman discusses the leadership lessons we can learn from Obama's success.

What it Takes to Lead: It's Not Being Loud!

Thu, 05 Nov 2009 05:00:00 GMT

Tim Waterstone explains how to connect people in the organization.

Never, Ever, Ever Hire Grade B or C People in Your Management Team

Thu, 29 Oct 2009 04:00:00 GMT

Simon Calver, CEO of LOVEFiLM, explains the importance of hiring the best people. We all

How to Build a Winning Team

Wed, 21 Oct 2009 04:00:00 GMT

Greg Dyke explains how to build a team you can trust. Hire the best and then let them

Allan Leighton on the Characteristics of the Best Leaders

Mon, 19 Oct 2009 04:00:00 GMT

Don't do things just to be popular, do them because they're the right things to

How to Give Bad News Without Killing Morale

Mon, 19 Oct 2009 04:00:00 GMT

Allan Leighton explains why respect is something you give, not earn.

Andrew Cosslett on Leadership Habits That Make a Difference

Tue, 13 Oct 2009 04:00:00 GMT

What leadership habits do Andy Cosslett have that work? Why frankly turning up is so

Allan Leighton on Why CEOs Need To Go To the Front Line!

Tue, 13 Oct 2009 04:00:00 GMT

What does Allan Leighton look for in a Chief Executive. If you want to be successful you

Call Center Mythbusters, A Trilogy: Part 3: Measures, Analysis, Management

Mon, 28 Sep 2009 04:00:00 GMT

Not since the days of Charles Dickens have we seen the likes of call centers and the

Call Center Myth Busters, A Trilogy: Part 2: Measurement, Analysis and Management

Mon, 21 Sep 2009 04:00:00 GMT

Not since the days of Charles Dickens have we seen the likes of call centers and the

Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

Thu, 17 Sep 2009 04:00:00 GMT

Hilton has been raising the bar with providing outstanding customer service with an at

Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits

Thu, 17 Sep 2009 04:00:00 GMT

This economy is not the same, and our call center agents have additional pressures. This

Call Center Myth Busters, A Trilogy: Part 1: Measurement, Analysis and Management

Wed, 16 Sep 2009 04:00:00 GMT

Not since the days of Charles Dickens have we seen the likes of call centers and the

Pre-Hiring Strategies: Beyond Background Checking To Reduce Turnover Costs and Increase the Customer Experience

Wed, 19 Aug 2009 04:00:00 GMT

The economic crisis has put financial stress on many middle class families. These

Baylor Health's Low Cost Motivational Programs for Enhancing Performance in the Call Center

Wed, 08 Jul 2009 04:00:00 GMT

In this webinar, Tonya Choate of Baylor Health Care explains how to engage call center

Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings

Thu, 17 Sep 2009 04:00:00 GMT

Hilton has been raising the bar with providing outstanding customer service with an at

The Cure for the Common Call Center: Eight Steps to Great Customer Experiences

Thu, 20 Aug 2009 04:00:00 GMT

Today’s customers expect their interactions with businesses to be fast, convenient

Long Time, No See: How to keep At-Home Agents Connected

Mon, 01 Feb 2010 05:00:00 GMT

Call Center Recruiting: The Keys to Candidate Sourcing

Wed, 23 Sep 2009 04:00:00 GMT

Few call center managers would argue with this simple reality: Identifying the right

At-Home Agent Management Benchmark Report

Fri, 12 Feb 2010 05:00:00 GMT

How do you manage at-home agents? In this At-Home Agent Management Benchmark

6 Steps to getting your B2B Social Media Campaign Started

Thu, 04 Feb 2010 05:00:00 GMT

Tested Methods for Reducing Absenteeism and Turnover in Your Call Center

Tue, 29 Jun 2010 04:00:00 GMT

A T LAST: A 90 minute Web seminar