ATA
The New School of Thought on Quality in the Call Center: An Interview with Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company
April 20 by Blake LandauIn this podcast Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company, a full-service non-profit agency, talks with Customer Management IQ’s Blake Landau on...
The Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center
February 22 by Blake LandauYou might call Barry Dalton a "twerson." He is an avid Twitter user, and as the VP of Innovation and Architecture for Telerx he's the social media champion for his call center. In this podcast Dalto...
Trainer Duane Cashin Wants You to Wake Up Your Sleepy Sales Organization
February 09 by Duane CashinDuane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. He does not currently see companies performing at the level necessary to be su...
Interview with ATA Chair and Liason to the Stuart Discount
December 01 by Blake LandauStuart Discount is the government affairs chair for the American Teleservices Association and handles the government affairs role. He sat down at the ATA National Convention in New Orleans with Cust...
Increasing CSR Productivity and With Coach Joe Gilliam: The Secret to Call Center Performance Improvement
December 01 by Blake LandauJoe Gilliam believes there is a customer service problem in this country. The problem, according to Gilliam, is lack of training and leadership. And he thinks he can fix this problem. His remedy...
Social Media Challenges, Employment Law and Compliance: Know How to Keep Your Call Center Thriving with Chad Richter
October 21 by Blake LandauThere has been an onset of discrimination and harassment lawsuits because of Facebook and other social media sites. Conversations happening on company time and outside the workplace can affect the c...
Tim Searcy Answers the Call at the 2009 American Teleservices Association's Convention
October 21 by Blake LandauAmerican Teleservices Association (ATA), a trade association devoted to the call center industry, is dedicated to informing, uniting and advancing the industry. Their annual convention gathers the c...
Interview with U.S. Senator David Vitter (R-LA) on the State of the Teleservices Industry
October 14 by Customer Management IQSenator David Vitter keynoted the American Teleservices Association’s National Convention in New Orleans last week. Vitter is a sitting member of the U.S. Senator Subcommittee on Consumer Prot...
Steve Brubaker on Call Center Talent Management and Becoming an Employer and Call Center of Choice
October 07 by Blake LandauSteve Brubaker is Senior Vice President of Corporate Affairs for InfoCision Management Corporation, a leading provider of call center solutions, specializing in political, Christian and nonprofit fu...
The Results Proven Positive Coach Approach to Increasing ROI in the Call Center
September 30 by Blake LandauJudy McKee, co-author of The Positive Coach Approach and co-founder of McKee Consulting LLC, knows call center talent management and how to turn your cost center into a profit center through positiv...
Achieving ROI with EQ: Managing the Call Center with Emotional Intelligence, For Profit
September 23 by Blake LandauKeith Fiveson, CEO of ITESA, sat down with Customer Management IQ’s Blake Landau to discuss how to effectively manage in the call center using an important but often ignored quality: EQ. Ha...
Call Center Employee Engagement at InfoCision: A Case Study
September 21 by Steve BrubakerIn the call center industry the churn and burn mentality of call center employee management is all too common. In this environment, where staff is considered disposable, it’s not surprising th...