Call Center Management
Posted: 06/14/2016
Understanding your customers is highly important when it comes to product development, marketing, and sales. Yet, it’s equally as important to get inside your customers’ minds to decipher their behaviors and determine what they need and want in terms of service Full Article »
Contributor: Cory Bennett
Posted: 06/21/2011
It’s easy and idealistic to say that the culture of a company should reflect the culture of its leadership. It’s much harder in practice. Patrick O’Shea, the senior vice president of Comerica Bank, can list off examples of how the C-suite culture at Comerica has rubbed off on the rest of the Dallas-based company, which spreads across seven Full Podcast »
Contributor: Tripp Babbitt
Posted: 05/31/2011
Tripp Babbitt
When issues arise in the contact center, many assume the agent talent or training level is not up to par. CMIQ Columnist Tripp Babbitt thinks otherwise, arguing that companies frequently fail to look at systematic problems first. Are you looking for the correct problems? Full Column »
Posted: 06/27/2016
Calabrio Infographic
Nearly 60% of contact centers are using cloud technology, and another 17% will start this year. Are you one of them? If factors like efficiency, efficacy, security, flexibility and customer centricity matter to your contact center operation, you absolutely should be. Full Whitepaper »