profit
Want High Customer Service Scores? Don't Sell, Help
March 20 by Jason KaramanYou see it so often in the modern sales environment. When people are working commission-based sales roles, they often attempt to sell to anybody with whom they interact by any means necessary. While t...
Top 10 Words To Eliminate From Your Sales Presentation
February 13 by Jason KaramanThere are only a handful of professions that exist where your words matter more than anything else. Lawyers, lawmakers, political figures, and those who work in business have to be expert wordsmiths t...
Q&A: VIA Rail on Turning the Call Center into a Profit Driver
February 11 by Shawn SiegelPhilosophically, the customer management community has long been embracing the notion that the call center is a "profit center" rather than a "cost center." In actuality, few businesses have unloc...
Network Solutions' "3 Ps" for Driving Call Center Profit, Agent Engagement
June 15 by Customer Management IQCarl Boothby, vice president of operations for renowned internet services pioneer Network Solutions, has no trouble admitting that some call center supervisors are not cut-out for leading the charge...
Many Happy Returns and the Zero-Sum Game
January 04 by Tripp BabbittI call it the zero-sum game. The long held belief that there is a trade-off between providing good service and a corresponding increase in costs. The counter-intuitive truth is that costs go down w...
I'm a Contact Center, Not a Cost Center!
November 19 by Brian JamesonIs it really possible to delineate between a pure cost center and a pure profit center at the contact center level? For example, if I’m a contact center that is solely assisting customer probl...
The Two Functions that are the Basis of Success in Any Organization
October 04 by William Cohen, Ph.D.Peter Drucker was the first to understand that the basis of success in any business rested on only two basic functions. I emphasize that Drucker referred to any business. That means any business or...
Harvard Professor Ranjay Gulati Warns The Call Center To Reorganize For Resilience
March 22 by Blake LandauRanjay Gulati, Ph.D., Professor at Harvard Business School and expert on leadership and strategy, recently stopped by the Customer Management IQ offices to talk about his new book Reorganize for Re...