Inside View

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV...

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...

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...

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can...

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...

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....

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...

Online print and design company MOO launched in 2006 with a compelling vision: To disrupt the trillion-dollar global print industry by delivering cost-effective yet...

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...

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,...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...

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...

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...

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...

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...