Operations

Reduce costs, differentiate your business. It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying... I'll lose touch wit...

Everybody loves a firefighter. But do we give that same kind of admiration to a mom up on a stepladder, checking the batteries in the smoke detector to keep her family safe? Or the employee w...

For North American companies looking to stay competitive, outsourcing some or all of their back-office business operations to India has achieved the status of dogma. However, in the past couple of y...

A Zombie Apocalypse is probably not something that keeps most support teams up at night. After all, what are the chances of an uprising of the living dead? But unless your support team is prepared...

A funny little man who came in one day, asking for simply a "French vanilla," which I took to mean a coffee with French vanilla syrup in it. [OK, maybe I should have clarified beforehand]. When he g...

Those of us who have had responsibility for complaints management at one time or another will have experienced a full spectrum of complainant behavior. For many, this is one of the motivations for...

In an effort to gain recognition and respect, too many struggling contact centers try to bite off more than they can chew – implementing performance goals that they have as much chance of meet...

"If you’re a fly on the wall of a meeting between C-level executives and could reasonably mistake any of them for the Chief Customer Officer, you are witnessing a customer-centric business at...

The only thing worse than repeatedly failing is learning how easily that failure could have been avoided. For those customer management professionals who continually succumb to the same agent engag...

According to the 2011-2012 Proactive Customer Care Product and Market Report by DMG Consulting, it costs $5 to $25 for a typical inbound customer service call and potentially less than $.05 for an aut...

Increasingly, automated self-service technology is enabling businesses to improve the customer service experience and secure long-term profitable relationships. By going beyond the traditional defin...

Let’s discuss a couple of the heavyweight C words in the IT Sector: Cloud and CRM. What do they have in common? Well they have both certainly provoked a lot of press coverage and airtime, bo...