Internal Infrastructure & Governance

Traditional methods of call center authentication that rely on interrogating customers (knowledge-based authentication) frustrate callers and agents, add to average call times and increase call center...

While most companies understand that a Facebook page can be useful, few understand the bigger picture of how today’s social web and its mass of social-savvy customers are fundamentally changin...

With all that is uncertain in life, why do we spend so much time fearing the things that are largely within our control? Year after year, students stress over standardized tests, worrying that poo...

Polarity is a given for an Aaron Sorkin project, and his new HBO series "The Newsroom" is predictably dividing viewers into extremes. One particular point of contention concerns the show’s d...

Workforce management (WFM) has been at the foundation of efficient contact center and customer care operations for decades. Today WFM is experiencing a surge in industry interest and demand. The follo...

Starting a journey towards quality service delivery and sustaining excellence has two components: knowing what to do, and doing it right the first time. This SPi Global white paper distills knowled...

"There is a huge amount of customer impact in the back office. If we can make that happen more efficiently through workforce management...[it] drives better performance in the back office and ultim...

As a child, I hated going to the barbershop. It was not because I objected to chit-chat with strangers—I was the loud, sociable kid whose parents thought was cute and everyone else probably...

Sometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Call Center IQ’s 7th Annual Call Centre Week Canada. Asked by t...

For more than a month, NBA fans—and young adult television viewers in general—have been subject to the painfully unfunny advertising for new film adaptation "Think Like a Man," starring...

An increasing number of companies are appointing a single executive to lead customer experience efforts for a business unit or the entire company. Whether firms call these executives a chief custome...

Excuse me for not being impressed by Burger King’s revamped menu and marketing strategies. Sure, in the short-term, a minor sales increase seems at least fathomable as curious, cost-consciou...