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Tag Archives: Management

We need to realize we are all in the Customer Business – by Glenn Pasch

Friday, April 16, 2010

Howard Schultz, the CEO of Starbucks stated, “We are in the customer business serving coffee, not the business of coffee serving customers.”
I think everyone who is in the Call Center Industry needs to remind their staffs what that means. If you asked your staff, would they say they are in the call center/contact center business, [...]

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What if the Undercover Boss showed up to Your Call Center? – by Glenn Pasch

Friday, April 16, 2010

I am sure we all have seen or heard about this new television show. The boss of a company dons a disguise so its employees won’t recognize him and he gets hired to work on the front lines of his company. The point is to see what working conditions the people in his company work [...]

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Customer Experience Management – it mean to you?

Thursday, April 15, 2010

Customer Experience Management (CEM) is a very popular topic among call center leadership groups. It is an area I am very interested in, however I have found that many people have different definitions for it, and differing perspectives on how a customer contact center can influence customer experience. I’d like to open a discussion surrounding [...]

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