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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...
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Inside View: Valvoline

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

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...
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Inside View: Eileen Campbell, Horizon Utilities

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....
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Inside View: UPMC Health Plan

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...
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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...
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Inside View: TCL North America

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...
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Inside View: Carbonite

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...
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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,...
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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...
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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...
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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...