Brooks Mitchell, PhD Archives - Customer Management Practice
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Brooks Mitchell, PhD

Brooks Mitchell, PhD

Content by Brooks Mitchell, PhD

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Customer Experience

The L Word: Loyalty

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Customer Experience

So Fresh and So Clean–the Importance of First Impressions

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Employee Experience

Inspiring Motivation Through Workplace Wellness

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Technology & Partnership Decisions

When IVR Turns Into the Blind Canyon With No Way Out

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KPIs, Governance, and Organizational Structure

Call Center New Years Resolutions: A Two-Sided Coin

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Employee Experience

A Call Center Holiday Story

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Customer Experience

Beware the Holiday Turkey: A Cautionary Tale for Call Center Holiday Giving

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Customer Experience

Stop Obsessing About the Job Satisfaction and Customer Loyalty—Focus on Performance

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Employee Experience

Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting

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KPIs, Governance, and Organizational Structure

Six Sigma May be Dangerous to Your Call Center

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Employee Experience

You Made a Contract With Your Call Center Representatives, So Keep It!

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Employee Experience

Teams: A Thorny Problem in the Call Center Workplace