Marketplace.org Podcast: What makes you happy when your call is put on hold?

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Scott M. Broetzmann, CCMC President & CEO, talks with NPR's Marketplace Business about the fallacy of using music to soothe the caller on hold. Click here to read the full article on the Marketplace.org website. Download a PDF of the article entitled What makes you happy when your call is … [Read more...]

Eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary

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John Goodman, CCMC Vice Chairman, opines on the eight words and phrases every customer-focused company should endeavor to eliminate from its vocabulary. Download the full article from Contact Center Pipeline entitled 'Shut your mouth".(PDF, 9Mb) … [Read more...]

Men’s Health Magazine: How to get what you want when complaining

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Scott M. Broetzmann, President & CEO of CCMC, talks with Men's Health Magazine about how to get what you want when complaining. Sometimes you feel compelled to speak up if you think you’ve been wronged. But instead of posting profanity-laden messages in the comments section (don’t get any … [Read more...]

Webinar: Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience

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Together with the WP Carey School of Business, John Goodman, Vice Chairman, recently published a webinar titled 'Getting Your CFO To Buy Into The Business Case For An Enhanced Customer Experience' Visit our new CCMC page to watch John's webinar. "Winning CFO approval for investing in the … [Read more...]

John Goodman’s offers his views on ‘Treating Employees As Customers’ in ICMI’s Expert Angle

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John Goodman writes on the International Customer Management Institute (ICMI) website about workload and dissatisfaction and the impact on employee satisfaction. ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers. John … [Read more...]

John Goodman at the National Association of Convenience Stores (NACS) leadership conference in Miami

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John Goodman, CCMC Vice Chairman, raises some eyebrows at the National Association of Convenience Stores (NACS) leadership conference in Miami. Convenience store retailers not in touch with the needs of their customers risk far more than losing repeat business and sales. They risk extinction as … [Read more...]

John Goodman talks with the Editor of Contact Center Pipeline

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John Goodman talks with the Editor of Contact Center Pipeline about his work, his new role at CCMC, and his second book. Click to download the PDF of the Q&A with John Goodman and Contact Center Pipeline. This PDF and many more are available to download from our 'In the News' page. … [Read more...]

43 days in our lifetime waiting on hold

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John Goodman, Vice Chairman of CCMC, reacts to a just-released study which estimates that we spend an average of 43 days in our lifetime waiting on hold when calling for customer service. Click here to read the article in full on the Wall Street Journal, MarketWatch website. This article … [Read more...]

3 Technologies that Improve Your Customer Support

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Long gone are the days when a customer would call your direct line or walk into your store to resolve a problem with their service. With various new avenues available to customers requesting support – including your website, social media page, call center, and more – the process of handling customer … [Read more...]

John Goodman shares his views about how to be a better customer with Wisconsin National Public Radio

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Click below to start the WUWM Audio Player The audio is from an article entitled '5 Ways to Be a Better Customer - and Get the Customer Service You Want'. Read the whole article on the WUWM Milwaukee Public Radio website (opens in new window). … [Read more...]