Leadership & Culture
Contributor: Brian Cantor
Posted: 12/18/2013
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There are certain failures that I simply refuse to accept. One of them is the requirement that I, the customer, tutor a customer service representative on the nature of his job. Full Article »
Contributor:
Posted: 09/16/2012
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If there is one thing call center and customer experience executives are beginning to unanimously appreciate, it is that customer management metrics, though important, cannot exist in isolation. They must measure—and drive—the impact the customer support function is having on the greater business. "We have to move from [call center metrics Full Podcast »
Posted: 04/14/2013
Call Center Week Speaker e-Book: Zappos, General Mills, Others on the Customer Experience
We asked 15 of our great Call Center Week speakers (including leaders from Zappos, NH Hoteles, Valvoline, General Mills and more): What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Full Whitepaper »