Call-Center-Inside-View-Feature

Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
Call-Center-Inside-View-Feature

Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
Call-Center-Inside-View-Feature

Inside View: Thomson Reuters

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...
Call-Center-Inside-View-Feature

Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...
Call-Center-Inside-View-Feature

Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
Call-Center-Inside-View-Feature

Inside View: VF Imagewear

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...
Call-Center-Inside-View-Feature

Inside View: Crisis Response Network

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix...
Call-Center-Inside-View-Feature

Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
Call-Center-Inside-View-Feature

Inside View: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...
Call-Center-Inside-View-Feature

A Glimpse Inside: Berlin Packaging

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...
Call-Center-Inside-View-Feature

Inside View: Ciena Corporation

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...
Call-Center-Inside-View-Feature

Inside View: Manuel Felix, Listen Up Español

Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s...