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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 hand, larger, established organizations offer credibility within the marketplace and...
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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 in the market and evolving customer expectations than Pacific Life’s...
Inside View, Debbie Nagy, Dow Jones & Co

Inside View: Debbie Nagy, Dow Jones & Co.

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like knowledge, expertise, reliability and superior performance. These are just a...

Inside View: TaskUs

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it. Enter TaskUs, an unconventional BPO whose employee-centric culture not only...
Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake...
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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 characters may have been fictional, in the contact center world,...

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the...
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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. The leaders who stand out are those who are able...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into a vertically integrated company that develops, designs, manufactures, sells, installs...
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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 metrics that frame the company’s perspective of what is important...
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Inside View: C3 | CustomerContactChannels

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau...
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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 stretch to attain ever higher personal and professional goals. Add...
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Inside View: Delta Vacations’ Customer Engagement Center

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that...
Inside View: Fannie Mae

Inside View: Fannie Mae

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns...
Televerde's Prison Workforce Development Program

Inside View: Televerde’s Prison Workforce Development Program

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had...
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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 digital lives, so their expectations are understandably high for performance,...
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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 how you perceive the business or official with whom you’re...
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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 great often comes down to personal values that are formed...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But an aversion to chemistry (“my kryptonite,” she jokes) and a...
Purchasing Power Contact Center

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts...
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