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...
Call-Center-Inside-View-Feature

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...
Call-Center-Inside-View-Feature

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...
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: Cassidy Klundt, Sitel

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...
Call-Center-Inside-View-Feature

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Call-Center-Inside-View-Feature

Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...
Call-Center-Inside-View-Feature

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...
Call-Center-Inside-View-Feature

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...
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: 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,...