http://www.customermanagementiq.com/ Customer Management IQ : a division of IQPC , is a forum for sharing ideas, best practices and solutions within the business community. Simply put, you can interact, share solutions to your business problems with an incredible network of authoritative sources and practicing professionals. It&#39;s easy. It&#39;s fast. It&#39;s free. &nbsp; Customer Management IQ enables you to find Sat, 25 May 2013 17:27:11 GMT http://feedproxy.google.com/~r/CMIQ/~3/MvuKQOuV5VA/ Social media marketing is a large and growing part of every company&amp;rsquo;s marketing budget and plan. Conventional wisdom says leveraging &amp;ldquo;influential&amp;rdquo; people like friends or celebrities can trigger many others to do new things like purchase a product or join a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/MvuKQOuV5VA" height="1" width="1"/> Thu, 23 May 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-predictive-analytics-strategy/articles/mistake-made-in-social-media-marketing-engagement/ http://feedproxy.google.com/~r/CMIQ/~3/i9vNTQ4y0uA/ In 2011, &amp;ldquo;Watson,&amp;rdquo; IBM&amp;rsquo;s artificial intelligence system, proved superior to trivia champions Ken Jennings and Brad Rutter in a game of &amp;ldquo;Jeopardy.&amp;rdquo; According to IBM, it is being designed to demonstrate superiority over the typical contact center agent.&lt;/<img src="http://feeds.feedburner.com/~r/CMIQ/~4/i9vNTQ4y0uA" height="1" width="1"/> Thu, 23 May 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/articles/can-your-multi-channel-agents-keep-up-with-watson/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Your customer&amp;rsquo;s expectations for service are changing. They now expect to request and receive help via multiple channels including phone, email, instant message, and mobile. They want to be able to ask questions, be fully informed on status, and achieve resolution -- 24/7, and on<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 23 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/IjAiwlpW2ZU/ Whether you&amp;rsquo;re buying new technology for your contact center or just want to get the most out of your current technology, CMIQ&amp;rsquo;s Executive Report on Call Center Technology : Adoption, Reliability and Usability can help. This latest report from CMIQ Research reveals key trends<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjAiwlpW2ZU" height="1" width="1"/> Wed, 22 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/white-papers/cmiq-presents-executive-report-on-call-center-tech/ http://feedproxy.google.com/~r/CMIQ/~3/yZ_dTfE_9D8/ Even amid this so-called &amp;ldquo;age of the customer,&amp;rdquo; hesitance, if not outright resistance, to the multi-channel concept is unavoidable.&amp;nbsp; As a result, customer management thinkers who advise brands to firmly commit to multi-channel customer service risk coming off like<img src="http://feeds.feedburner.com/~r/CMIQ/~4/yZ_dTfE_9D8" height="1" width="1"/> Tue, 21 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/multi-channel-customer-service-it-just-makes-sense/ http://feedproxy.google.com/~r/CMIQ/~3/Ic_fIV1WkHQ/ Customer loyalty and customer retention are big buzz words. Business leaders are figuring out that it costs far less to increase profits with your existing customers than it costs to market to and attract new customers. It&amp;#39;s far less sexy to focus on the peopl<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Ic_fIV1WkHQ" height="1" width="1"/> Tue, 21 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/why-you-must-treat-customers-like-your-friends/ http://feedproxy.google.com/~r/CMIQ/~3/vmtl4jL1ZLw/ If your organization views customer complaints as a burden, let alone a nuisance, it is severely misguided when it comes to customer management. A customer-centric organization recognizes a complaining customer&amp;mdash;even one with a rude, abrasive, annoying personality&amp;mdash;as an o<img src="http://feeds.feedburner.com/~r/CMIQ/~4/vmtl4jL1ZLw" height="1" width="1"/> Thu, 16 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/5-ways-to-succeed-or-fail-when-handling-customer-c/ http://feedproxy.google.com/~r/CMIQ/~3/3OSdqTMRq20/ Publicity stunt or not, when Abercrombie &amp;amp; Fitch publicly asked &amp;ldquo;Jersey Shore&amp;rdquo; star Mike &amp;ldquo;The Situation&amp;rdquo; Sorrentino to stop wearing its clothing ,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/3OSdqTMRq20" height="1" width="1"/> Tue, 14 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/abercrombie-fitch-s-mistake-is-it-about-customer-m/ http://feedproxy.google.com/~r/CMIQ/~3/Tj1FDRqXsp8/ Editor&amp;rsquo;s note:&amp;nbsp; Because Twitter and Google do not necessarily engage in direct transactions with all users, one is free to take umbrage with use of the word &amp;ldquo;customer.&amp;rdquo;&amp;nbsp; However, insofar as these users do have a relationship of mutual consideration with the orga<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Tj1FDRqXsp8" height="1" width="1"/> Tue, 14 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/twitter-google-disappoint-in-an-era-of-multi-chann/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ As consumers, we know a good customer experience when we have one. But there&amp;rsquo;s a real disconnect when it comes to decoding the customer experience as a business. Recent research from CMIQ shows that we know that customer experience can be a make-or-break factor in winning and<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Mon, 13 May 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/fPXOe34tkIY/ When it comes to strategy in today&amp;rsquo;s multi-channel climate, there is investing in social, and there is going social. Investing in social is not without its benefits.&amp;nbsp; It provides brands another channel&amp;mdash;and a rather inexpensive one&amp;mdash;through which they c<img src="http://feeds.feedburner.com/~r/CMIQ/~4/fPXOe34tkIY" height="1" width="1"/> Thu, 09 May 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/how-mastercard-puts-the-social-customer-at-the-com/ http://feedproxy.google.com/~r/CMIQ/~3/j2ptGbXkDlg/ Greg Levin originally blogged on this topic for Intradiem and Off Center : &amp;ldquo;Why is morale so low?&amp;rdquo; &amp;ldquo;Why can&amp;rsquo;t we hang on to our best agents?&amp;rdquo; &amp;ldquo;Why<img src="http://feeds.feedburner.com/~r/CMIQ/~4/j2ptGbXkDlg" height="1" width="1"/> Thu, 09 May 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/6-reasons-agents-are-leaving-your-contact-center/ http://feedproxy.google.com/~r/CMIQ/~3/cn5JGX1k4Ew/ It is not what the teacher intends to teach but what the student is able to learn. While Larry David and Jerry Seinfeld, the brains behind &amp;ldquo;Seinfeld,&amp;rdquo; certainly knew their sitcom provided a platform for commentating on the ways in which humans behave and relate in societ<img src="http://feeds.feedburner.com/~r/CMIQ/~4/cn5JGX1k4Ew" height="1" width="1"/> Tue, 07 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/customer-management-lessons-from-seinfeld-part-thr/ http://feedproxy.google.com/~r/CMIQ/~3/Kk_Zpzad-d8/ In a low growth economy, many companies understand that one of the best way to&amp;nbsp;grow revenues&amp;nbsp;is by selling more goods and services to existing customers.&amp;nbsp; At the core of this strategy is &amp;lsquo;customer focus&amp;rsquo; &amp;ndash; providing better solutions to satisfy more<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Kk_Zpzad-d8" height="1" width="1"/> Tue, 07 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/3-cs-of-cross-selling-how-you-can-satisfy-customer/ http://feedproxy.google.com/~r/CMIQ/~3/CcAy-LLEyQY/ Multi-channel is not merely a way of saying &amp;ldquo;build a presence in new channels.&amp;rdquo;&amp;nbsp; It is not a synonym for a first foray into social media or live chat. It, instead, is a call to assure your customer experience is integrated--and effective--at every conceivable touch<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CcAy-LLEyQY" height="1" width="1"/> Thu, 02 May 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/telephone-better-than-social-media-for-customer-co/ http://feedproxy.google.com/~r/CMIQ/~3/7inRXz7cO98/ Lisa Church is the Chief Experience Officer at 1st Advantage Credit Union, where her biggest role is infusing customer experience into every aspect of the company&amp;rsquo;s culture. Lisa, who will be presenting on this essential topic at the 14 th Annual Call Center Week, recently join<img src="http://feeds.feedburner.com/~r/CMIQ/~4/7inRXz7cO98" height="1" width="1"/> Wed, 01 May 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/q-a-engraining-a-customer-centric-culture-in-the-c/ http://feedproxy.google.com/~r/CMIQ/~3/CLM6Tl7q5Z0/ Under the irrefutable philosophy that happy, productive agents create satisfied, engaged customers, wise brands implement meaningful incentive programs. By showering compelling rewards&amp;mdash;not simply pats on the back&amp;mdash;on top performers, leaders simultaneously encourage produc<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CLM6Tl7q5Z0" height="1" width="1"/> Mon, 29 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/learning-from-pizza-hut-borders-can-performance-in/ http://feedproxy.google.com/~r/CMIQ/~3/kgZcdKfn6Pc/ In this new feature, Customer Management IQ investigates some of the contact center, customer experience and marketing stories impacting professionals . Gamification: The Answer to Engaging Millennials in the Contact Center They&amp;rsquo;re just peop<img src="http://feeds.feedburner.com/~r/CMIQ/~4/kgZcdKfn6Pc" height="1" width="1"/> Mon, 29 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/engaging-millennials-in-the-contact-center-why-cit/ http://feedproxy.google.com/~r/CMIQ/~3/QTiVmDZbols/ Ultimately, the end goal is to create an experience for your customers that is unique from your competition and far surpasses the expectations of the customer. But while many business leaders may know and understand this concept, it&amp;#39;s an entirely<img src="http://feeds.feedburner.com/~r/CMIQ/~4/QTiVmDZbols" height="1" width="1"/> Mon, 29 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/3-things-to-know-when-creating-the-ultimate-custom/ http://feedproxy.google.com/~r/CMIQ/~3/8wOAD0210X8/ Ask a panel of business leaders about the importance of the customer experience, and brace yourself for a universal, endless display of gushing about its significance. Ask that same panel how they define the customer experience, and you will need the world&amp;rsquo;s biggest notebook t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/8wOAD0210X8" height="1" width="1"/> Wed, 24 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/aaa-humana-teleflora-on-defining-a-successful-cust/ http://feedproxy.google.com/~r/CMIQ/~3/x_eyDJ1mRKk/ When thinking about critical business priorities, you are in good company if you place the customer experience atop the list.&amp;nbsp; When thinking about models for customer experience strategy and philosophy, you are in good company if you identify organizations like Disney, Apple, the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/x_eyDJ1mRKk" height="1" width="1"/> Mon, 22 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/5-scary-customer-management-practices/ http://feedproxy.google.com/~r/CMIQ/~3/biNeY26pjeY/ While it is our honor at Customer Management IQ to provide you with thought-provoking commentaries, interviews with leading contact center practitioners, webinars with innovative professionals and cutting-edge, free online events, we do not see our role as that of broadcaster.<img src="http://feeds.feedburner.com/~r/CMIQ/~4/biNeY26pjeY" height="1" width="1"/> Sun, 21 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/from-the-cmiq-community-how-do-you-handle-rude-cus/ http://feedproxy.google.com/~r/CMIQ/~3/QeEoTCo1ul8/ Yes, he has &amp;ldquo;Pootie Tang,&amp;rdquo; &amp;ldquo;Lucky Louie&amp;rdquo; and a mediocre &amp;ldquo;SNL&amp;rdquo; hosting gig on his resume.&amp;nbsp; But after decades of success in stand-up and writing, Louis CK, now more than ever, reigns as untouchable in the world of comedy. He has become a nation<img src="http://feeds.feedburner.com/~r/CMIQ/~4/QeEoTCo1ul8" height="1" width="1"/> Wed, 17 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/learning-from-louis-ck-of-course-but-maybe-in-the/ http://feedproxy.google.com/~r/CMIQ/~3/7JrTmLQql_U/ In Part 1 of my article on communication breakdowns , I focused on Using Familiar Language :&amp;nbsp; avoiding jargon that can be confus<img src="http://feeds.feedburner.com/~r/CMIQ/~4/7JrTmLQql_U" height="1" width="1"/> Wed, 17 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/stop-letting-poor-communication-ruin-the-banking-/ http://feedproxy.google.com/~r/CMIQ/~3/0hecslVMa1w/ Article published with permission from Customer Experience Summit : Don&amp;rsquo;t think about ownership in the literal sense. The ownership we&amp;rsquo;re describing concerns the degree to which customers and employees are tru<img src="http://feeds.feedburner.com/~r/CMIQ/~4/0hecslVMa1w" height="1" width="1"/> Wed, 17 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/ownership-culture-5-steps-to-creating-a-competiti/ http://feedproxy.google.com/~r/CMIQ/~3/FngzAwVZG0k/ According to the 2012 American Express&amp;reg; Global Customer Service Barometer , nine out of ten Americans (93%) say that companies fail to exceed their service expectations. What&amp;rsquo;s more, more than half (55%) recently walked away from a purchase because of poor service. When asked<img src="http://feeds.feedburner.com/~r/CMIQ/~4/FngzAwVZG0k" height="1" width="1"/> Mon, 15 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/stop-letting-poor-communication-ruin-the-banking-c/ http://feedproxy.google.com/~r/CMIQ/~3/JS7-ankfwTM/ Happy agents create happy customers.&amp;nbsp; You can&amp;rsquo;t satisfy customers without first satisfying your customer service representatives.&amp;nbsp; An employee-centric business is a customer-centric one. Pick your clich&amp;eacute;&amp;mdash;all of them refer to the same management philosoph<img src="http://feeds.feedburner.com/~r/CMIQ/~4/JS7-ankfwTM" height="1" width="1"/> Mon, 15 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/zappos-vs-electrolux-vs-general-mills-vs-fenwal-ho/ http://feedproxy.google.com/~r/CMIQ/~3/m9Gkk2MLFSU/ Do you want to provide your customers with an excellent experience? Avoid these 7 Deadly Sins of Customer Service: Detachment People like a little bit of concern, care and a show of interest, and that is why customer service should never show to be uninte<img src="http://feeds.feedburner.com/~r/CMIQ/~4/m9Gkk2MLFSU" height="1" width="1"/> Thu, 11 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/avoid-the-7-deadly-sins-of-customer-service/ http://feedproxy.google.com/~r/CMIQ/~3/6YUX4Eh7iqk/ &amp;nbsp; Over the past year, my firm has received more calls on Gamification than any other new business topic. Two client questions stand out: What is Gamification? And, what problems does it solve? When answering, I begin with a tale of two employees, Mary<img src="http://feeds.feedburner.com/~r/CMIQ/~4/6YUX4Eh7iqk" height="1" width="1"/> Thu, 11 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/gamification-is-revolutionizing-the-call-center-an/ http://feedproxy.google.com/~r/CMIQ/~3/BhifZ4GVC6U/ Some say it is all about providing fast, efficient resolution.&amp;nbsp; Others say it is all about engaging in a lengthy interaction in which a relationship is fostered and happiness is assured. So, business leaders and contact center managers, what do you do?&amp;nbsp; How do you deliver the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/BhifZ4GVC6U" height="1" width="1"/> Thu, 11 Apr 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-multi-channel-customer-service/podcasts/what-does-the-multi-channel-customer-really-want/ http://feedproxy.google.com/~r/CMIQ/~3/1pRT_ANzbSE/ Skewering the practice as &amp;ldquo;social media-encouraged entitlement,&amp;rdquo; a new article urges individuals to &amp;ldquo;spare us&amp;rdquo; from their customer service complaints on Twitter .<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1pRT_ANzbSE" height="1" width="1"/> Tue, 09 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/how-to-stop-customers-from-complaining/ http://feedproxy.google.com/~r/CMIQ/~3/1mTPO5acLOU/ &amp;ldquo;Um, I&amp;rsquo;m pretty sure that was an Onion article.&amp;rdquo; That was the reaction from a colleague when I referenced a Gawker story about<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1mTPO5acLOU" height="1" width="1"/> Mon, 08 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/don-t-understand-your-customers-charge-them-more/ http://feedproxy.google.com/~r/CMIQ/~3/VHzqkxlzlSs/ Since its founding in 1996, Travelocity.com has grown from just 10 employees into a global company with more than 2000 agents.&amp;nbsp; On May 17, 2013, John Billings, who has responsibility for Travelocity.com&amp;rsquo;s North American contact center operations, will host the Call Center<img src="http://feeds.feedburner.com/~r/CMIQ/~4/VHzqkxlzlSs" height="1" width="1"/> Fri, 05 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/q-a-at-travelocity-peopleocity-helps-drive-custome/ http://feedproxy.google.com/~r/CMIQ/~3/p8xdmH6EjRg/ Whether it&amp;rsquo;s a new restaurant, toy or the Gangnam Style dance craze, everyone follows the crowd at one point or another.&amp;nbsp; Certain ideas and products have the uncanny ability to become instantly popular, driven by powerful word-of-mouth and online viral effects.&amp;nbsp; Capturing<img src="http://feeds.feedburner.com/~r/CMIQ/~4/p8xdmH6EjRg" height="1" width="1"/> Thu, 04 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/6-stepps-to-creating-viral-content-driving-custome/ http://feedproxy.google.com/~r/CMIQ/~3/6PHqsEl5__o/ If doing the same thing 50-75 times a day sounds intellectually stimulating, stop reading. Still there? Since many of you may have begun your career as contact center agents, you probably know how monotonous the job can be. &amp;nbsp;As a manager, there are many things you likely<img src="http://feeds.feedburner.com/~r/CMIQ/~4/6PHqsEl5__o" height="1" width="1"/> Wed, 03 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/8-ways-to-end-call-center-boredom-boost-agent-rete/ http://feedproxy.google.com/~r/CMIQ/~3/q3qq6Tr_he4/ For leading organizations, the customer service interaction is a mulligan.&amp;nbsp; It is an opportunity to improve customer sentiment after a poor experience. For Ally Bank, however, it is apparently an opportunity to pour salt into the wounds. Driven to the online banking<img src="http://feeds.feedburner.com/~r/CMIQ/~4/q3qq6Tr_he4" height="1" width="1"/> Mon, 01 Apr 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/at-ally-bank-customer-service-means-making-things/ http://feedproxy.google.com/~r/CMIQ/~3/X6QiaDFU_Dc/ &amp;ldquo;If customers walked into a physical, retail environment, we simply would not ignore them indefinitely.&amp;nbsp; Why would we do that in a virtual space?&amp;rdquo; The bad news for organizations hesitating to offer social customer care?&amp;nbsp; Demand for support on social media is no<img src="http://feeds.feedburner.com/~r/CMIQ/~4/X6QiaDFU_Dc" height="1" width="1"/> Mon, 01 Apr 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/mbm-social-media-roi/podcasts/scotia-bank-on-social-customer-care-it-s-no-longer/ http://feedproxy.google.com/~r/CMIQ/~3/jpGdbVhvh8I/ Recruiting for customer service used to be really simple: someone calls, they talk to an agent, they get an answer. This requires a fairly narrow skill set. But times have changed. Today, consumers expect increasingly faster customer support, through a variety of contact channels. C<img src="http://feeds.feedburner.com/~r/CMIQ/~4/jpGdbVhvh8I" height="1" width="1"/> Wed, 27 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/articles/revealed-top-5-jobs-for-the-contact-center-of-the/ http://feedproxy.google.com/~r/CMIQ/~3/H-tVYxg0wok/ Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even worse than the error of that assertion&amp;mdash;successful organizations know improving customer<img src="http://feeds.feedburner.com/~r/CMIQ/~4/H-tVYxg0wok" height="1" width="1"/> Wed, 27 Mar 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-staffing-productivity/podcasts/stop-wasting-your-call-center-agents-time/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Customer experience is a strategic focus at most organizations; no longer is the contact center executive primarily focused on operational efficiencies. The contact center plays an important role that contributes to the top and bottom line.&amp;nbsp; Still, many companies find customer<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 27 Mar 2013 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/3mcDnJ2L3zo/ The virtual interface for Customer Management IQ&amp;rsquo;s 4 th Social Media for Customer Management Summit was certainly pretty, but the true value of Wednesday&amp;rsquo;s event belonged far more to the steak than the sizzle. And, appropriately, a central theme of the event wa<img src="http://feeds.feedburner.com/~r/CMIQ/~4/3mcDnJ2L3zo" height="1" width="1"/> Mon, 25 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-multi-channel-strategy/articles/4-takeaways-from-the-social-media-for-customer-man/ http://feedproxy.google.com/~r/CMIQ/~3/FJHB1hFGkhE/ &amp;ldquo;Seinfeld&amp;rdquo; has a joke or perspective on just about anything, and recently, we began to explore the legitimacy of that contention from within the realm of customer service. &lt;a href=&quot;http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/customer<img src="http://feeds.feedburner.com/~r/CMIQ/~4/FJHB1hFGkhE" height="1" width="1"/> Mon, 25 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/customer-management-lessons-from-seinfeld-part-two/ http://feedproxy.google.com/~r/CMIQ/~3/zGC7WexUTIQ/ Based on some of the recent call experiences that friends have shared with me, it&amp;rsquo;s apparent that many companies aren&amp;rsquo;t spending training time on teaching ways for their agents to gracefully bow out of a call to a wrong contact or when the contact they reach says they<img src="http://feeds.feedburner.com/~r/CMIQ/~4/zGC7WexUTIQ" height="1" width="1"/> Thu, 21 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/are-you-creating-the-right-non-customer-experience/ http://feedproxy.google.com/~r/CMIQ/~3/EvSG00rmx9o/ 1. Asking questions is key to serving your customers Your customers have a lot to say. Asking them questions is a great way to learn about their likes, dislikes, and pain points. By listening to your customers, you can better understa<img src="http://feeds.feedburner.com/~r/CMIQ/~4/EvSG00rmx9o" height="1" width="1"/> Thu, 21 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/10-simple-steps-to-a-quality-customer-experience/ http://feedproxy.google.com/~r/CMIQ/~3/qwYDNtU4qLY/ The fact that millions of customers rely on telephone support is not enough to refute the fact that the call center is dead. After all, the term &amp;ldquo;call center&amp;rdquo; connotes more than the method of communication.&amp;nbsp; It speaks to an entire conception of customer service, and<img src="http://feeds.feedburner.com/~r/CMIQ/~4/qwYDNtU4qLY" height="1" width="1"/> Thu, 14 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/why-general-motors-is-doing-away-with-its/ http://feedproxy.google.com/~r/CMIQ/~3/FwhosN-A3HM/ A new report by Simply Measured reveals that only 30% of top brands maintain an active customer service handle on Twitter. Interestingly, the study spins this statistic as a positive sign that &amp;ldquo;more and more brands&amp;rdquo; are recognizing the value of a dedicated customer servi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/FwhosN-A3HM" height="1" width="1"/> Wed, 13 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/social-customer-care-continues-to-elude-brands-3-s/ http://feedproxy.google.com/~r/CMIQ/~3/lVfu90zH2uo/ Businesses care about satisfying customers.&amp;nbsp; Well, at least they say they do.&amp;nbsp; And even if they do not embrace the sentimentality of customer service, their profit kind of depends on it anyway. For most businesses, the call center is the business&amp;rsquo; primary means of su<img src="http://feeds.feedburner.com/~r/CMIQ/~4/lVfu90zH2uo" height="1" width="1"/> Mon, 11 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/3-ways-your-agents-are-giving-your-call-center-a-b/ http://feedproxy.google.com/~r/CMIQ/~3/hw4n6EOTusQ/ Welcome to Social Media Week on Customer Management IQ.&amp;nbsp; From 3/11 until our Social Media for Customer Management virtual summit on 3/20, we will publish new social media insights&amp;mdash;and highlight our all-time best content.&amp;nbsp; And if you want to go beyond reading and wan<img src="http://feeds.feedburner.com/~r/CMIQ/~4/hw4n6EOTusQ" height="1" width="1"/> Mon, 11 Mar 2013 04:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/monitoring-your-customers-on-social-media-a-bad-id/ http://feedproxy.google.com/~r/CMIQ/~3/8rxRO-dKTZ8/ In 2012, General Mills was named the #1 LearningElite company by CLO magazine, #1 in Leadership Development by Learning Excellence Magazine, and #2 in Leadership Development by Fortune. At the forefront of this success is Chief Learning Officer Kevin Wilde. &amp;nbsp; Kevin will be a ke<img src="http://feeds.feedburner.com/~r/CMIQ/~4/8rxRO-dKTZ8" height="1" width="1"/> Thu, 07 Mar 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/how-general-mills-engages-retains-its-talent/ http://feedproxy.google.com/~r/CMIQ/~3/c9_AKfReplI/ With the start of a new calendar year just behind us, it&amp;rsquo;s a good time to reflect on the challenges facing us in 2013, and how well prepared we all are. With the huge economic changes of recent years - and the rapid emergence of technologies like social media - is 2013 going t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/c9_AKfReplI" height="1" width="1"/> Wed, 06 Mar 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/is-your-organization-prepared-for-the-customer-bus/ http://feedproxy.google.com/~r/CMIQ/~3/hnPbbTmgsME/ On February 27th in New Zealand , a man died in a shark attack on a beach near Auckland . This tragic story hit the press again just two days later as low cost airline JetStar refused to allow<img src="http://feeds.feedburner.com/~r/CMIQ/~4/hnPbbTmgsME" height="1" width="1"/> Wed, 06 Mar 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/why-business-process-must-never-replace-humanity-i/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ In a recent Aberdeen report 60% of companies reported that they weren&amp;rsquo;t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement. &amp;nbsp;Register<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 06 Mar 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/OgYb8QPSNeQ/ In this interview with Customer Management IQ content editor Shawn Siegel, Valvoline&amp;rsquo;s support center manager Shawn Castle discusses a process for wading through call center data and ways to handle generational differences between customers. At last year&amp;rsquo;s Call Cen<img src="http://feeds.feedburner.com/~r/CMIQ/~4/OgYb8QPSNeQ" height="1" width="1"/> Tue, 05 Mar 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/articles/q-a-valvoline-on-running-a-well-oiled-contact-cent/ http://feedproxy.google.com/~r/CMIQ/~3/CziipBxDfLc/ Call it reputation management, call it peer pressure, call it good business sense.&amp;nbsp; But whatever you call it, make no mistake, today&amp;rsquo;s business leaders face a compulsion to prioritize the customer experience. While their ultimate obligation might be creating wealth for th<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CziipBxDfLc" height="1" width="1"/> Mon, 04 Mar 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/exclusive-report-multi-channel-consistency-of-grea/ http://feedproxy.google.com/~r/CMIQ/~3/X16FPmVKouw/ Since 2000, Bill McGovern has been on the Service side of ABB, helping build their North American contact center operations. At Call Centre Week Canada, he will be joined by ABB Canada&amp;rsquo;s Russ Slywka in presenting a case study focused on data analytics. Customer Management IQ&amp;r<img src="http://feeds.feedburner.com/~r/CMIQ/~4/X16FPmVKouw" height="1" width="1"/> Thu, 28 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/3-ways-abb-improved-its-customer-experience-and-ho/ http://feedproxy.google.com/~r/CMIQ/~3/4S6SMN73PWk/ Contact Quality. C-Sat. First-Call Resolution. Adherence to Schedule. These are just a handful of the metrics the best contact centers fully embrace. Here&amp;rsquo;s another one: Corporate Social Responsibility. In our industry, &amp;ldquo;CSR&amp;rdquo; usually refers t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/4S6SMN73PWk" height="1" width="1"/> Thu, 28 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/csr-it-is-how-to-engage-your-csrs/ http://feedproxy.google.com/~r/CMIQ/~3/zKA-PWBd2RY/ Customer Management IQ&amp;#39;s UK editor Helen Winsor recently conducted a &amp;quot;quickfire&amp;quot; interview podcast with five of the top speakers on the upcoming Customer Experience Management for Utilities conference .&amp;nbsp; That event takes place April 28-29, 2013 in London. Featured on<img src="http://feeds.feedburner.com/~r/CMIQ/~4/zKA-PWBd2RY" height="1" width="1"/> Thu, 28 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-engagement/podcasts/quickfive-interview-5-executives-reveal-the-keys-t/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ No story illustrates contact center challenges more clearly than that of an outsourced contact center service provider&amp;mdash;especially when that outsourcer is also a startup. &amp;nbsp; First, there&amp;rsquo;s the need to demonstrate enterprise-class capability&amp;mdash;without benefit of a long<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 28 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ The customer service experience is today more than just an interaction with your contact center. It is a strategy spanning the entire organization &amp;ndash; from marketing to sales, from finance to legal. This interactive webinar will take the participants through strategies for building<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 28 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Is your organization struggling with the day-to-day of delivering effective customer service while defending &amp;ndash; or growing &amp;ndash; the bottom line? Are you ready to capitalize on trends like &amp;ldquo;big data,&amp;rdquo; multi-channel service and social media? Or are you dreading tackling<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 27 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/zNxGNkdsNeA/ The worst thing you can do to a pessimist is prove him right. Thank you, Amazon, for doing just that. Simultaneously a customer management commentator and an actual consumer, I am constantly infuriated by the disparity between brands&amp;rsquo; claims of customer-centricity a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/zNxGNkdsNeA" height="1" width="1"/> Tue, 26 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/amazon-s-service-woes-when-poor-communication-hurt/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas: Getting the right information to the right person at the right time Impacts of call center off-shoring Changing nature of<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Tue, 26 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/VneYhbeYllk/ Electrolux Appliances has experienced great success in recent years converting calls into sales opportunities. Jane Pearson-Wray, CSG - Sr Manager of Continuous Improvement, discusses this initiative, process improvement and call center analytics with Customer Management IQ reporter<img src="http://feeds.feedburner.com/~r/CMIQ/~4/VneYhbeYllk" height="1" width="1"/> Mon, 25 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/q-a-building-a-contact-center-experience-that-turn/ http://feedproxy.google.com/~r/CMIQ/~3/bAY12YK0EEE/ Serious about delivering (and measuring) social ROI?&amp;nbsp; Attend the 4 th Social Media Summit, our complimentary virtual event on March 20 th .&amp;nbsp; In addition to featuring case studies and analysis from social p<img src="http://feeds.feedburner.com/~r/CMIQ/~4/bAY12YK0EEE" height="1" width="1"/> Mon, 25 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/how-to-measure-social-media-roi/ http://feedproxy.google.com/~r/CMIQ/~3/0Z6XkCNDpFc/ I&amp;#39;m training for a 25K and during my short run this morning, it hit me how similar the process of training for a 25K is to improving customer service. Four of the main points are 1) Take it slow 2) Have a plan 3) Use the right stuff for the environment, and 4) Account for challenges<img src="http://feeds.feedburner.com/~r/CMIQ/~4/0Z6XkCNDpFc" height="1" width="1"/> Thu, 21 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/what-training-for-a-big-race-can-teach-you-about-c/ http://feedproxy.google.com/~r/CMIQ/~3/rS6cn51G6a8/ There is no need to mince words:&amp;nbsp; social media users can be very annoying. As normal, likable consumers leave the judgmental confines of the &amp;ldquo;real world,&amp;rdquo; a switch suddenly flips.&amp;nbsp; These people who once approached life with a burning desire to avoid confrontati<img src="http://feeds.feedburner.com/~r/CMIQ/~4/rS6cn51G6a8" height="1" width="1"/> Thu, 21 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/your-social-customers-are-annoying-too-bad/ http://feedproxy.google.com/~r/CMIQ/~3/58DfyberY78/ Customer Management IQ&amp;#39;s UK content editor Helen Winsor recently spoke with Hugo Harding, the head of retail and commercial for smart metering at EDF Energy.&amp;nbsp; Harding will be presenting at the Customer Experience Management for Utilities conference, April 29-30, 2013 in<img src="http://feeds.feedburner.com/~r/CMIQ/~4/58DfyberY78" height="1" width="1"/> Thu, 21 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-engagement/podcasts/test-7120/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ The popularity of Apple&amp;#39;s Siri technology has placed a spotlight on the growing demand for Virtual Agent technology in a corporate setting. More than ever, modern consumers are demanding the power to serve themselves when they have a question, be it on a corporate web-site, facebook<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 20 Feb 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/uUT-pTsABF4/ Jasmin Denault is the VP of Customer Experience at Standard Life, one of Canada&amp;rsquo;s largest financial services institutions. In this interview, he discusses the importance of employee engagement and how the call centre industry is changing. Denault will be presenting a case stud<img src="http://feeds.feedburner.com/~r/CMIQ/~4/uUT-pTsABF4" height="1" width="1"/> Tue, 19 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/q-a-raising-the-contact-centre-standard/ http://feedproxy.google.com/~r/CMIQ/~3/gEU9LUd2idA/ Ready to move beyond the basics of social customer service?&amp;nbsp; Join us for the 4th Social Media for Customer Management Summit, our FREE virtual event featuring stand-out speakers. &amp;nbsp; Register Now !<img src="http://feeds.feedburner.com/~r/CMIQ/~4/gEU9LUd2idA" height="1" width="1"/> Tue, 19 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/5-steps-to-succeeding-with-social-customer-care/ http://feedproxy.google.com/~r/CMIQ/~3/Ce9U_-a542g/ In this interview, Lynn O&amp;rsquo;Nell, AVP Customer Experience at New York Life, discusses recruiting and retaining employees in the customer experience space. Lynn, who has spent the last 13 years at New York Life, will be speaking at the 14th Annual Call Center Week.<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Ce9U_-a542g" height="1" width="1"/> Fri, 15 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/best-practices-for-hiring-onboarding-call-center-a/ http://feedproxy.google.com/~r/CMIQ/~3/VhyP9JqpMeU/ Your call center&amp;rsquo;s metrics help you to assess the effectiveness of your employees, your script, and your calling methods. There are a number of metrics that you can track with your call center software , including:<img src="http://feeds.feedburner.com/~r/CMIQ/~4/VhyP9JqpMeU" height="1" width="1"/> Thu, 14 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/battle-of-the-call-center-metrics-aht-vs-fcr/ http://feedproxy.google.com/~r/CMIQ/~3/rtJdIfWRJnw/ Iconic for customer-centricity in its own right, Amazon is also the parent to experience poster child Zappos.&amp;nbsp; Its customer support process is supposed to be flawless. It is not.&amp;nbsp; And that is not a unique comment of damnation against Amazon.&amp;nbsp; No matter how revered an<img src="http://feeds.feedburner.com/~r/CMIQ/~4/rtJdIfWRJnw" height="1" width="1"/> Thu, 14 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/amazon-vs-dunkin-donuts-if-you-can-t-be-proactive/ http://feedproxy.google.com/~r/CMIQ/~3/IQzPEz6ZQt0/ The customer management world is plagued by unsubstantiated myths, and two in particular plague progress for leadership. Those myths&amp;mdash;that the C-level does not support investment into the customer experience and that their extensive budgetary support is even necessary for trans<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IQzPEz6ZQt0" height="1" width="1"/> Tue, 12 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/5-essential-call-center-changes-you-can-make-right/ http://feedproxy.google.com/~r/CMIQ/~3/5066UspRBxc/ Many North American companies are in a funk.&amp;nbsp; It has become difficult to wring more cost savings out of operations and incremental revenues from customers. In a globalized world, just being efficient and having a good product is no longer a winning formula. In some mature sectors<img src="http://feeds.feedburner.com/~r/CMIQ/~4/5066UspRBxc" height="1" width="1"/> Mon, 11 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/gamification-the-antidote-to-a-stagnate-customer-e/ http://feedproxy.google.com/~r/CMIQ/~3/0M7dz5yxW9o/ Is a man&amp;rsquo;s refusal to date tall women conceptually more objectionable than a woman&amp;rsquo;s refusal to date short men? If a bar advertises $1 beers and also commits itself to green practices, are customers more likely to patronize because they are attracted to discounts or beca<img src="http://feeds.feedburner.com/~r/CMIQ/~4/0M7dz5yxW9o" height="1" width="1"/> Thu, 07 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/sounding-the-lunk-alarm-on-planet-fitness-branding/ http://feedproxy.google.com/~r/CMIQ/~3/i2Ih0zw_0zg/ Before getting into depth with this subject, it&amp;rsquo;s important from the go that anyone who believes that &amp;lsquo;Customer Relationship Management&amp;rsquo; is simply a system or piece of software is already wrong. In reality, CRM is about experiences. It&amp;rsquo;s how you manage them,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/i2Ih0zw_0zg" height="1" width="1"/> Wed, 06 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/what-really-matters-in-customer-relationship-manag/ http://feedproxy.google.com/~r/CMIQ/~3/K3Kb4s6Mv1s/ In this interview with Customer Management IQ, Brian Kirkham, Director, Expert Services at Agfa , discusses new technologies, cloud computing, and the &amp;ldquo;internet of things&amp;rdquo;. Agfa can interact with its customers in substantially new ways thanks to all of these breakth<img src="http://feeds.feedburner.com/~r/CMIQ/~4/K3Kb4s6Mv1s" height="1" width="1"/> Wed, 06 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-technology-integration/articles/remote-services-agfa-s-connection-to-a-better-cust/ http://feedproxy.google.com/~r/CMIQ/~3/lvCk_tLQkZo/ It is doubtful any individual broadcaster has the power to ruin the Super Bowl.&amp;nbsp; Entrenched in our culture, &amp;ldquo;Super Sunday&amp;rdquo; will be a vastly-celebrated national holiday regardless of the telecast&amp;rsquo;s actual execution. But that does not mean some broadcasters, bra<img src="http://feeds.feedburner.com/~r/CMIQ/~4/lvCk_tLQkZo" height="1" width="1"/> Tue, 05 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/4-customer-management-wins-losses-from-super-bowl/ http://feedproxy.google.com/~r/CMIQ/~3/Mq-OZko9upM/ You would have to be living on the moon not to notice the huge popularity of smartphones. Their ubiquity presents marketers with a rich channel or vehicle to build revenue, improve program efficiencies and enhance the brand.&amp;nbsp; Yet at the same time, this opportunity comes with its<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Mq-OZko9upM" height="1" width="1"/> Mon, 04 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/4-reasons-you-can-t-skimp-on-your-mobile-customer/ http://feedproxy.google.com/~r/CMIQ/~3/SYbMT5HOVWk/ In this interview, Chris Ciccarello, Senior Director Pricing and Customer Analytics at ConAgra Foods , illustrates how ConAgra established itself as a Big Data leader when it was an emerging area of research. Read on for insight into how the food conglomerate implemented a Big<img src="http://feeds.feedburner.com/~r/CMIQ/~4/SYbMT5HOVWk" height="1" width="1"/> Fri, 01 Feb 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-predictive-analytics-strategy/articles/big-data-conagra-foods-recipe-for-connecting-with/ http://feedproxy.google.com/~r/CMIQ/~3/aHa0t08I2M0/ The customer experience never ends, according to preliminary results from CMIQ&amp;rsquo;s current research initiative . Seventy-one percent of executives and customer service and contact center leaders who participated in the surve<img src="http://feeds.feedburner.com/~r/CMIQ/~4/aHa0t08I2M0" height="1" width="1"/> Thu, 31 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/customer-experience-aligning-customer-and-business/ http://feedproxy.google.com/~r/CMIQ/~3/ysOESRPkmT4/ Is it really all about the smile? In a customer management world riddled with contradictions, few concepts attract more debate than the role of agent demeanor in the customer experience. Intuitively, it would seem that an agent&amp;rsquo;s manners are of immense importance to<img src="http://feeds.feedburner.com/~r/CMIQ/~4/ysOESRPkmT4" height="1" width="1"/> Thu, 31 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-personalized-customer-communication/articles/do-manners-matter-in-the-contact-center/ http://feedproxy.google.com/~r/CMIQ/~3/EKx2S_LmKR4/ Social is putting your brand at risk&amp;hellip;and not just due to customer complaints.&amp;nbsp; The quality of your organization&amp;rsquo;s social customer service can irreparably damage the brand reputation, and if you are like most brands, it already is.&amp;nbsp; &lt;a href=&quot;http://www.socialc<img src="http://feeds.feedburner.com/~r/CMIQ/~4/EKx2S_LmKR4" height="1" width="1"/> Tue, 29 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/tweet-me-maybe-and-don-t-mask-customer-service-fai/ http://feedproxy.google.com/~r/CMIQ/~3/RsMdAcXu0ME/ &amp;ldquo;We want all of our KPIs, all of our customer&amp;mdash;and employee&amp;mdash;engagement to be centered around what it is that the customer needs and wants so that we can not only meet his expectations but exceed his expectations.&amp;rdquo; Successful business leaders know not simply what<img src="http://feeds.feedburner.com/~r/CMIQ/~4/RsMdAcXu0ME" height="1" width="1"/> Tue, 29 Jan 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-engagement/podcasts/don-t-just-monitor-your-contact-center-agents-moni/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale. &amp;nbsp; As the virtual processes of recruiting and training have become more sophisticated, large enterprises are<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Tue, 29 Jan 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/NVqkvslmnAE/ Is a man made a hero when he does something amazing for an audience or when he routinely accomplishes equally-amazing feats without any notice? That question, applicable to all forms of behavior, has particular implications for the world of customer management. Time and t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/NVqkvslmnAE" height="1" width="1"/> Mon, 28 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/you-re-a-customer-service-hero-so-how-s-your-custo/ http://feedproxy.google.com/~r/CMIQ/~3/1lUlt9n0Y7Y/ &amp;nbsp; Say what you mean, mean what you say. For businesses aiming to successfully overcome challenges and adapt to changing markets, few cheesy adages carry more relevance. Despite that relevance, it is a policy rarely taken seriously by organizational leaders<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1lUlt9n0Y7Y" height="1" width="1"/> Thu, 24 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/be-aggressive-on-the-road-to-customer-employee-eng/ http://feedproxy.google.com/~r/CMIQ/~3/HoiRkNCT_wc/ &amp;nbsp; Managers today realize no contact center can succeed without highly skilled, engaged and (mostly) sober agents manning the frontline. In the best centers, the hiring program is handled less like an agent acquisition process and more like an agent retention<img src="http://feeds.feedburner.com/~r/CMIQ/~4/HoiRkNCT_wc" height="1" width="1"/> Tue, 22 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/struggling-to-retain-your-contact-center-agents-ho/ http://feedproxy.google.com/~r/CMIQ/~3/e1ndGX3YFaE/ Customer management is plagued by a baffling proclivity to reduce the concept of performance management.&amp;nbsp; Call centers are either driven by &amp;ldquo;efficiency&amp;rdquo; and married to metrics like average handle time and average speed of answer or driven by<img src="http://feeds.feedburner.com/~r/CMIQ/~4/e1ndGX3YFaE" height="1" width="1"/> Mon, 21 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/18-make-or-break-metrics-for-the-call-center/ http://feedproxy.google.com/~r/CMIQ/~3/fYq-Nrj49Ok/ While most companies understand that a Facebook page can be useful, few understand the bigger picture of how today&amp;rsquo;s social web and its mass of social-savvy customers are fundamentally changing the business landscape. Even fewer companies have taken measures to make their<img src="http://feeds.feedburner.com/~r/CMIQ/~4/fYq-Nrj49Ok" height="1" width="1"/> Mon, 21 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/social-media-why-it-can-t-just-be-another-departme/ http://feedproxy.google.com/~r/CMIQ/~3/FbHca7-MmfM/ Buried beneath millions of dollars and countless cries of the &amp;ldquo;apocalypse&amp;rdquo; is the forgotten fact that MTV&amp;rsquo;s &amp;ldquo;Jersey Shore&amp;rdquo; was a flop in its first airing. Long before &amp;ldquo;Snooki&amp;rdquo; was a household name and &amp;ldquo;The Situation&amp;rdquo; (that&amp;rsquo;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/FbHca7-MmfM" height="1" width="1"/> Thu, 17 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/buckwild-vs-jersey-shore-the-power-of-knowing-you/ http://feedproxy.google.com/~r/CMIQ/~3/GFy_nXSnxUM/ In an era of flat revenues and escalating costs, many companies are now casting a critical eye on how they can enhance their sales performance by improving closing rates, reducing selling costs and building internal capabilities.&amp;nbsp; Our recent &amp;lsquo;best practice&amp;rsquo; research<img src="http://feeds.feedburner.com/~r/CMIQ/~4/GFy_nXSnxUM" height="1" width="1"/> Thu, 17 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/mbm-multi-channel-strategy/articles/6-strategies-to-make-the-sale-in-a-zero-growth-en/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search. Where vendors once held a monopoly on the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 17 Jan 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/p9hbEZj2m2c/ Have you started thinking about how your company will value and leverage your big data assets? If not, it&amp;rsquo;s time to play some catch up. Cross industry businesses have welcomed big data analytics with open arms after seeing its benefits first hand. As proof, the McKinsey Global<img src="http://feeds.feedburner.com/~r/CMIQ/~4/p9hbEZj2m2c" height="1" width="1"/> Fri, 11 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/the-top-5-reasons-big-data-is-valuable-to-your-bus/ http://feedproxy.google.com/~r/CMIQ/~3/S834qqLf73I/ Gail Smith, CCO for MetroPlus Health Plan , joined Customer Management IQ&amp;rsquo;s Shawn Siegel to discuss strategies for boosting customer loyalty. Smith will deliver the keynote &amp;ldquo;Enhancing Customer Loyalty By Providing Value-A<img src="http://feeds.feedburner.com/~r/CMIQ/~4/S834qqLf73I" height="1" width="1"/> Thu, 10 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/q-a-looking-inside-the-organization-to-grow-custom/ http://feedproxy.google.com/~r/CMIQ/~3/CmxlbkMcaUY/ Imagine yourself a retailing executive. Most likely you want to improve your understanding of actual customer behavior so that you could develop better inventory, marketing, and merchandising programs. What if your firm had the ability to track real consumer behavior across multiple<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CmxlbkMcaUY" height="1" width="1"/> Wed, 09 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/the-next-big-thing-in-customer-centricity-is-alrea/ http://feedproxy.google.com/~r/CMIQ/~3/9sMkBp4cEfs/ Home working benefits are compounding, from virtually every vantage point.&amp;nbsp; Simply put, home working saves everybody money (employees and business), it drives employee satisfaction and retention, and it propels the customer experience. American Airlines, Cleveland Clinic, Capit<img src="http://feeds.feedburner.com/~r/CMIQ/~4/9sMkBp4cEfs" height="1" width="1"/> Wed, 09 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-workforce-management/articles/what-amazon-american-airlines-cleveland-clinic-kno/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ What does it mean to be really competitive? Being fastest or biggest isn&amp;#39;t enough for the long haul. The organizations that prevail over time will have more than just a good product or a large footprint in their market. They will have the kind of organizational excellence that comes<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 09 Jan 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/8WHUr6576Cw/ David Chaulk, COO for Brand Developers Limited , joined Customer Management IQ&amp;rsquo;s Shawn Siegel to discuss employee engagement, staff churn and the future of the contact center space. You will next see Chaulk at the 8 th&lt;/sup<img src="http://feeds.feedburner.com/~r/CMIQ/~4/8WHUr6576Cw" height="1" width="1"/> Tue, 08 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/increased-revenue-from-your-contact-center-chaulk/ http://feedproxy.google.com/~r/CMIQ/~3/bT2GnaSNWjk/ Good news, your efforts have begun to pay off.&amp;nbsp; Your call center is no longer despised by leadership as an organizational pariah. But has it become something about which the business can truly brag? Over the past few decades, customer management leaders have worked t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/bT2GnaSNWjk" height="1" width="1"/> Mon, 07 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/5-questions-great-call-centers-must-answer/ http://feedproxy.google.com/~r/CMIQ/~3/5FsXhKiXq1M/ Listen and learn about the art and science of creating a content marketing strategy with Rebecca Lieb, an author, columnist, journalist, frequent speaker, and the digital advertising and media analyst at Altimeter Group. &amp;nbsp;Lieb answers some important questions regarding content<img src="http://feeds.feedburner.com/~r/CMIQ/~4/5FsXhKiXq1M" height="1" width="1"/> Sun, 06 Jan 2013 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/mbm-social-media-roi/podcasts/what-to-watch-content-marketing-strategy-in-2013/ http://feedproxy.google.com/~r/CMIQ/~3/IeeP48PiN74/ The New Year drives people to become their most ambitious and optimistic only for them to quickly transition into their least committal. As individuals begrudgingly nurse their Christmas and New Year&amp;rsquo;s Eve food comas and hangovers, they marry themselves to change.&amp;nbsp; Even t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IeeP48PiN74" height="1" width="1"/> Thu, 03 Jan 2013 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/4-customer-management-resolutions-you-can-t-break/ http://feedproxy.google.com/~r/CMIQ/~3/nZjZUEN7Xt8/ As your pathway to intelligent customer management, Customer Management IQ will not take its eyes of the horizon.&amp;nbsp; Challenges in call center management, customer experience and brand management will continue to evolve and transform in 2013, and CMIQ will provide the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/nZjZUEN7Xt8" height="1" width="1"/> Fri, 21 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/call-center-management/articles/top-customer-management-iq-content-for-2012/ http://feedproxy.google.com/~r/CMIQ/~3/xC9qQYOuCTE/ &amp;nbsp; With so many organizations embracing the home agent model in recent years, a good portion of some centers&amp;#39; best agents no longer work onsite. And while these agents invariably thrive at home, they are no longer available to help their peers do the same back at the brick a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/xC9qQYOuCTE" height="1" width="1"/> Wed, 19 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/virtual-peer-mentoring-do-the-best-contact-center/ http://feedproxy.google.com/~r/CMIQ/~3/RuNMisLMAEo/ &amp;nbsp; North America is mired in a low growth funk driven by cautious consumer spending and frugal capital expenditures.&amp;nbsp; For 2013, many CEOs are bracing for zero or even negative revenue performance. Even frothy companies are adjusting to this &amp;lsquo;new normal&amp;rsquo; by conti<img src="http://feeds.feedburner.com/~r/CMIQ/~4/RuNMisLMAEo" height="1" width="1"/> Wed, 19 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/top-5-ways-to-grow-your-business-in-2013/ http://feedproxy.google.com/~r/CMIQ/~3/ziS2iYUapTw/ What challenges are causing sleepless nights for executives across the country? &amp;nbsp;What decisions will separate success and failure in 2013? &amp;nbsp;To what extent must customer-centricity drive strategy in the years ahead? Customer Management IQ&amp;#39;s 2013 Executive Priorities rep<img src="http://feeds.feedburner.com/~r/CMIQ/~4/ziS2iYUapTw" height="1" width="1"/> Tue, 18 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/hot-infographic-2013-s-top-3-executive-priorities/ http://feedproxy.google.com/~r/CMIQ/~3/z00MLxQM7Lk/ Customer Management IQ&amp;rsquo;s Shawn Siegel spoke with Eric Galvin, Cigna&amp;rsquo;s vice president of call strategy and operations and a presenter at the 8 th Annual Call Center Summit . When an executive is tasked with leading a contact center operation that serves twenty million health<img src="http://feeds.feedburner.com/~r/CMIQ/~4/z00MLxQM7Lk" height="1" width="1"/> Fri, 14 Dec 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/call-center-management/podcasts/eric-galvin-q-a/ http://feedproxy.google.com/~r/CMIQ/~3/z1TpkuCqYd4/ &amp;nbsp; SAVE THE DATE The annual Custo<img src="http://feeds.feedburner.com/~r/CMIQ/~4/z1TpkuCqYd4" height="1" width="1"/> Wed, 12 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/customer-experience-management/articles/save-the-date-the-industry-defining-customer-exper/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Are you empowering agents to satisfy customers, build loyalty and grow your business?&amp;nbsp; Or are you the roadblock persistently distancing the brand from your customer base? Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 12 Dec 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/T0eoAS9YmlY/ &amp;nbsp; An excellent customer service experience is something that all customers want, yet most businesses fail to deliver one. &lt;p st<img src="http://feeds.feedburner.com/~r/CMIQ/~4/T0eoAS9YmlY" height="1" width="1"/> Tue, 11 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/3-reasons-customers-aren-t-getting-the-experience/ http://feedproxy.google.com/~r/CMIQ/~3/H4DXvvWBDx4/ Maria McCann, Head of Customer Experience and Service, Aurora Fashions, joins&amp;nbsp;Customer Management IQ&amp;#39;s Helen Winsor to&amp;nbsp;discuss what the transition from multi-channel to omni-channel means for the retail sector and how it will ultimately affect the customer journey.&amp;nbsp;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/H4DXvvWBDx4" height="1" width="1"/> Mon, 10 Dec 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-multi-channel-customer-service/podcasts/q-a-omni-channel-putting-the-customer-at-the-cente/ http://feedproxy.google.com/~r/CMIQ/~3/7SOCw1DR48o/ We are not a cable news station, and we do not cover politics.&amp;nbsp; Without incentive to support one perspective, we are able to explore all elements of an issue and provide readers with legitimate guidance. We talk about how efficiency metrics paint an incomplete picture of the cu<img src="http://feeds.feedburner.com/~r/CMIQ/~4/7SOCw1DR48o" height="1" width="1"/> Thu, 06 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/don-t-allow-your-customers-to-complain/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 06 Dec 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/xjYL5xwwdns/ Winning might be the only thing on the court, but when it comes to a sports franchise&amp;rsquo;s customer loyalty strategy, it is only a little thing. Franchises will do their best to field winning teams, but at the end of the day, no amount of savvy roster moves and informed personnel<img src="http://feeds.feedburner.com/~r/CMIQ/~4/xjYL5xwwdns" height="1" width="1"/> Wed, 05 Dec 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/q-a-how-the-orlando-magic-overcame-the-customer-lo/ http://feedproxy.google.com/~r/CMIQ/~3/ziNCN8woQ3c/ Players come and go, and win-loss records can drastically fluctuate from year-to-year.&amp;nbsp; Subject to such significant inconsistency, professional sports franchises&amp;mdash;even those with decades of legacy and hometown support--cannot rely exclusively on their products to retain<img src="http://feeds.feedburner.com/~r/CMIQ/~4/ziNCN8woQ3c" height="1" width="1"/> Wed, 05 Dec 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-insights-analytics/podcasts/interview-customer-loyalty-is-no-dwightmare-for-th/ http://feedproxy.google.com/~r/CMIQ/~3/1Deuy0Hp9fg/ Full disclosure:&amp;nbsp; this is not a groundbreaking commentary. Public transit remains one of the most egregious customer service offenders, a particularly problematic reality given how important trains and buses are to American society.&amp;nbsp; Entire lives bank on the efficacy of pu<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1Deuy0Hp9fg" height="1" width="1"/> Fri, 30 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/more-public-transit-embarrassment-5-reasons-for-th/ http://feedproxy.google.com/~r/CMIQ/~3/KU_G4LV-0iQ/ Most companies are using social media exclusively to drive marketing objectives such as building product awareness or highlighting new promotions.&amp;nbsp; A small number of dynamic organizations, however, have deployed social media as an instrument to improve employee productivity and<img src="http://feeds.feedburner.com/~r/CMIQ/~4/KU_G4LV-0iQ" height="1" width="1"/> Fri, 30 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/not-just-for-reaching-customers-why-social-media-w/ http://feedproxy.google.com/~r/CMIQ/~3/oq-BX_K0D2U/ Speaking to a crowd certainly familiar with customer skepticism, Barclaycard Head of Customer Experience Doug Villone cracked, &amp;ldquo;People trust strangers more than they do the banks in which they invest their savings.&amp;rdquo; Banking products typically represent the most significa<img src="http://feeds.feedburner.com/~r/CMIQ/~4/oq-BX_K0D2U" height="1" width="1"/> Thu, 29 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/6-reasons-your-customers-don-t-trust-you/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ As self-service tools become more effective and accepted by customers, queries reaching agents are becoming more sophisticated. The implications for agent empowerment and training, knowledgebase enhancement, and escalation beyond the center cannot be ignored. To help you progress your<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 29 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/pKJfE8mhdRk/ Not everything gets to be a hot-button issue.&amp;nbsp; Not everything gets to be trendy, let alone &amp;quot;sexy.&amp;quot; But, often times, the concepts so commonly overlooked are the ones most deserving of the limelight.&amp;nbsp; That is unequivocally the case when it comes to strategies for<img src="http://feeds.feedburner.com/~r/CMIQ/~4/pKJfE8mhdRk" height="1" width="1"/> Wed, 28 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/podcasts/q-a-the-economist-on-the-customer-management-mista/ http://feedproxy.google.com/~r/CMIQ/~3/RfnYAk6UM9o/ Sometimes the best coaching in the contact center comes from folks who don&amp;rsquo;t even work there. As experienced and proficient as your supervisors and team leads might be at providing feedback on how agents can improve, it&amp;rsquo;s your customers&amp;rsquo; direct comments that<img src="http://feeds.feedburner.com/~r/CMIQ/~4/RfnYAk6UM9o" height="1" width="1"/> Tue, 27 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/why-customers-should-be-coaching-your-contact-cent/ http://feedproxy.google.com/~r/CMIQ/~3/1S4QmPZPDTg/ In a recent interview with Customer Management IQ online content editor Shawn Siegel, Telefora vice president of operations Amas Tenumah discussed the emerging trends, technologies and seasonal challenges impacting his contact center.&amp;nbsp; Tenumah will be a presenter at &lt;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1S4QmPZPDTg" height="1" width="1"/> Tue, 27 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-multi-omni-channel-technologies/articles/q-a-how-teleflora-makes-its-contact-center-bloom/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Tue, 27 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/ap4pfj9Ujbk/ Despite its widespread recognition as the model for customer service excellence, very few companies heed Zappos&amp;#39; service-centric example. Nowhere is this more apparent than in the continued popularity of antiquated performance metrics.&lt;/p<img src="http://feeds.feedburner.com/~r/CMIQ/~4/ap4pfj9Ujbk" height="1" width="1"/> Mon, 26 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/how-zappos-measures-improves-customer-service-perf/ http://feedproxy.google.com/~r/CMIQ/~3/AkQtJ-LkdIg/ Some rules might be meant for breaking, but not all myths are meant to be debunked. With the importance of customer management so irrefutable, professionals in the community have a burning desire to relentlessly search for the right answers (&lt;a href=&quot;http://www.customermanagementiq.<img src="http://feeds.feedburner.com/~r/CMIQ/~4/AkQtJ-LkdIg" height="1" width="1"/> Tue, 20 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/3-customer-management-myths-we-never-should-have-d/ http://feedproxy.google.com/~r/CMIQ/~3/pOYS62eQlxY/ I had a customer experience yesterday that reminded me of two messages I try to bring to managers of customer service staff: Much of the job stress that comes from dealing with difficult customers is actually created&amp;nbsp; by the customer service professional themselves. Th<img src="http://feeds.feedburner.com/~r/CMIQ/~4/pOYS62eQlxY" height="1" width="1"/> Mon, 19 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/is-your-poor-service-creating-monster-customers/ http://feedproxy.google.com/~r/CMIQ/~3/Lk2hGcc54FA/ It never hurts to reiterate the basics in discussing the quest for outstanding customer service.&amp;nbsp; In fact, if the basics aren&amp;rsquo;t right then achieving even acceptable service can be a challenge (see my previous article for an example of how the UK&amp;rsquo;s Barclays Bank<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Lk2hGcc54FA" height="1" width="1"/> Fri, 16 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/brilliant-basics-how-fedex-delivered-outstanding-c/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ As customers, we&amp;rsquo;ve all experienced it before &amp;ndash; &amp;ldquo;I can&amp;rsquo;t get to an agent!&amp;rdquo;, &amp;ldquo;I&amp;rsquo;ve already given you that information!&amp;rdquo;, &amp;ldquo;I have to be on hold for how long?&amp;rdquo; Everyday customer experience (CX) executives are faced with the ongoing<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 14 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/8_nMdCS-mLI/ Here&amp;rsquo;s a free social media metrics dashboard that I&amp;rsquo;ve built based on my experience working with content teams managing propriety social media channels. It&amp;rsquo;s a great tool that will help anyone in your organization tasked with engaging on your owned social media channels.<img src="http://feeds.feedburner.com/~r/CMIQ/~4/8_nMdCS-mLI" height="1" width="1"/> Tue, 13 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/cmiq-exclusive-get-your-free-social-media-measurem/ http://feedproxy.google.com/~r/CMIQ/~3/fqPq1NYRZXs/ If you truly want to engage employees as well as you possibly can (and clearly you should want to), the process needs to start during the hiring process. It is important from that point that the potential employee is aware that we care about his success, and we also want to make sur<img src="http://feeds.feedburner.com/~r/CMIQ/~4/fqPq1NYRZXs" height="1" width="1"/> Mon, 12 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/optimizing-performance-customer-satisfaction-throu/ http://feedproxy.google.com/~r/CMIQ/~3/Wv04cYuiLWM/ The digital initiative behind Barack Obama&amp;#39;s successful re-election campaign is the latest in a long line of justifications for investing heavily in online content strategy. Unfortunately, there is a wide distinction between the right and wrong way to go about delivering digital<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Wv04cYuiLWM" height="1" width="1"/> Fri, 09 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/mbm-mobile-online-interaction/podcasts/are-you-broadcasting-to-customers-or-engaging-them/ http://feedproxy.google.com/~r/CMIQ/~3/SmSIyi_no2g/ If you had unlimited budget and resources to improve your company&amp;rsquo;s customer experience over the next 24 months, what would you do? From a holistic corporate standpoint, increasing operating efficiency is the number one 2013 priority among decision makers, followed most closel<img src="http://feeds.feedburner.com/~r/CMIQ/~4/SmSIyi_no2g" height="1" width="1"/> Thu, 08 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/customer-experience-management/articles/carte-blanche-customer-experience-what-would-you-d/ http://feedproxy.google.com/~r/CMIQ/~3/mkRmuYn-074/ The irony of call center scripting, training and coaching should be lost on no one with a hint of compassion for the customer. On the one hand, we devote effort and resources into robotizing agents, assuring that no wild card emerges to damage the brand&amp;rsquo;s reputation with custo<img src="http://feeds.feedburner.com/~r/CMIQ/~4/mkRmuYn-074" height="1" width="1"/> Thu, 08 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/4-dumb-things-call-center-agents-say-and-how-to-fi/ http://feedproxy.google.com/~r/CMIQ/~3/yZsryh8fAYM/ Customer service skills can be a daunting subject for small business owners to examine. While there are many things necessary to consider when looking at the experience customers have when doing business with you, there are some basic categories that must be explored. Four C<img src="http://feeds.feedburner.com/~r/CMIQ/~4/yZsryh8fAYM" height="1" width="1"/> Wed, 07 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/4-tips-for-achieving-customer-satisfaction-in-your/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Providing customer service to Millennials has its challenges. The generation born 1980&amp;ndash;2000 has grown up in a connected world and is renowned for&amp;nbsp;their social-media savvy and exceptional multi-tasking. Their digital coolness comes with a few labels including: impatient,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 07 Nov 2012 05:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/Ym1cQtqwqFc/ If you want to stop giving &amp;ldquo;good&amp;rdquo; customer service and join the ranks of the &amp;ldquo;elite&amp;rdquo;, &amp;nbsp;you must learn how to make it safe and welcoming for customers to give you feedback.&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp;&amp;nbsp; If you don&amp;rsquo;t, you&amp;rsquo;ll never hear about th<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Ym1cQtqwqFc" height="1" width="1"/> Tue, 06 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/stop-discouraging-customers-from-sharing-their-fee/ http://feedproxy.google.com/~r/CMIQ/~3/CfGT1J_jYpo/ The grave, disastrous implications of Hurricane Sandy might have made it a secondary focus for many Americans this past week, but the significance of November 6 cannot be overstated.&amp;nbsp; For the first time in four years, Americans will vote on the nation&amp;rsquo;s executive leadership. &lt;p<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CfGT1J_jYpo" height="1" width="1"/> Mon, 05 Nov 2012 05:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/beyond-barack-mitt-for-which-brands-are-democratic/ http://feedproxy.google.com/~r/CMIQ/~3/-KiqL6WF0Vo/ The stressful challenge of preparing for an impending natural disaster would overwhelm even in a world that allowed individuals to put their lives completely on hold as they readied for the storm. And the world in which we live is not that idealistic. Beyond worr<img src="http://feeds.feedburner.com/~r/CMIQ/~4/-KiqL6WF0Vo" height="1" width="1"/> Thu, 01 Nov 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/sheltering-customer-relationships-from-a-hurricane/ http://feedproxy.google.com/~r/CMIQ/~3/9pXRf1WubE4/ As we here at Customer Management IQ resume full&amp;nbsp;operations in the fallout of Hurricane Sandy, we again want to take the opportunity to send best wishes to those still dealing with this unfortunate, destructive storm. All who endured trauma as a result of the Hurricane remain i<img src="http://feeds.feedburner.com/~r/CMIQ/~4/9pXRf1WubE4" height="1" width="1"/> Wed, 31 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/note-from-customer-management-iq-details-on-contac/ http://feedproxy.google.com/~r/CMIQ/~3/uRradohvHok/ Think of how your&amp;nbsp; customer experience &amp;nbsp;keeps customers coming back: Do you have a plan? Do you follow a model? Competitive Advantage author&amp;nbsp;Michael Porter&amp;nbsp;suggests three competitive advantage models, which incorporate some type of customer experi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/uRradohvHok" height="1" width="1"/> Wed, 31 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/finding-your-customer-experience-advantage/ http://feedproxy.google.com/~r/CMIQ/~3/RkA4NyYhtoU/ I just got off the phone with Mitzi of REI, the outdoor gear and clothing retailer. If I didn&amp;rsquo;t know better, I would have guessed I was the only person she had talked to that day. She sounded present, engaged, interested, and very human. There was no bored, robotic<img src="http://feeds.feedburner.com/~r/CMIQ/~4/RkA4NyYhtoU" height="1" width="1"/> Mon, 29 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-personalized-customer-communication/articles/mindfulness-creates-a-memorable-customer-experienc/ http://feedproxy.google.com/~r/CMIQ/~3/49yTtS7_sKE/ So, what to do with that letter complimenting that good customer service? The first thing you must do is immediately acknowledge the letter to the sender. When a customer of yours takes the time to compose and craft a letter to compliment your busin<img src="http://feeds.feedburner.com/~r/CMIQ/~4/49yTtS7_sKE" height="1" width="1"/> Wed, 24 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/ode-to-the-non-complainers-how-to-respond-to-a-hap/ http://feedproxy.google.com/~r/CMIQ/~3/uXkzlpWJfiQ/ Talk to most any CEO, and they will tell you that they have great customer service.&amp;nbsp; They will tell you how proud they are of their service, and how important it is to their business objectives.&amp;nbsp; And it goes beyond C-Level executives.&amp;nbsp; Lots of people think their company<img src="http://feeds.feedburner.com/~r/CMIQ/~4/uXkzlpWJfiQ" height="1" width="1"/> Wed, 24 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/5-signs-you-suck-at-customer-service/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ One of the biggest problems for enterprises today is the large volume of customer calls. High operating costs prevent human interaction for every phone call, yet research continues to show that customers prefer to speak with a person, not a robot. Tara&amp;rsquo;s presentation will focus on<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 24 Oct 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/5g8Z6p4LNNc/ After years of Six Sigma and Lean, I was stumped.&amp;nbsp; All the effort to improve contact centers never seemed to materialize.&amp;nbsp; I had already spent thousands learning to kaizen and analyze data.&amp;nbsp; What could possibly be missing?&amp;nbsp; The answer is everything. I came across<img src="http://feeds.feedburner.com/~r/CMIQ/~4/5g8Z6p4LNNc" height="1" width="1"/> Fri, 19 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/one-customer-service-measure-that-can-improve-your/ http://feedproxy.google.com/~r/CMIQ/~3/XI_POJqqkG0/ Unhappy customers. We&amp;#39;ve all had them. Some yell, some cause a scene, some silently simmer. Believe it or not, it is a very good thing to have a customer that is unhappy because you have the opportunity to regain their trust and even turn them into one of<img src="http://feeds.feedburner.com/~r/CMIQ/~4/XI_POJqqkG0" height="1" width="1"/> Thu, 18 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/3-ways-to-handle-your-unhappy-customers/ http://feedproxy.google.com/~r/CMIQ/~3/I2-e5UMHNkg/ Think what you want about online customer chat, but there is one reality you simply cannot ignore:&amp;nbsp; in today&amp;rsquo;s era, it makes sense. No, the technology is not all that cutting-edge in a socially-driven online atmosphere.&amp;nbsp; And, no, it has never flirted with the status<img src="http://feeds.feedburner.com/~r/CMIQ/~4/I2-e5UMHNkg" height="1" width="1"/> Thu, 18 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/giving-a-chat-what-online-chat-failures-say-about/ http://feedproxy.google.com/~r/CMIQ/~3/_PwRnanHOJw/ Companies regularly collect reams of data from their customer interactions and operations. Increasingly, they are looking to build capabilitiesthat can synthesize this raw asset into actionable insights (a competency known as Data Analytics), dramatically improving operational<img src="http://feeds.feedburner.com/~r/CMIQ/~4/_PwRnanHOJw" height="1" width="1"/> Wed, 17 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/4-ways-to-transform-your-business-through-customer/ http://feedproxy.google.com/~r/CMIQ/~3/YimD-gZoiVg/ Most companies are focused on employee engagement and understand the benefits for retention, customer experience and the bottom line. Some just &amp;ldquo;talk the talk and don&amp;rsquo;t walk the walk&amp;rdquo;. A few don&amp;rsquo;t even crawl. The la<img src="http://feeds.feedburner.com/~r/CMIQ/~4/YimD-gZoiVg" height="1" width="1"/> Tue, 16 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-motivating- engaging-agents /articles/how-to-disengage-your-call-center-agents/ http://feedproxy.google.com/~r/CMIQ/~3/nqr14GgT2FM/ Finding an article or quote raving about the value of customer service is as easy as giving away a $100 bill.&amp;nbsp; A mere perusal of the #custserv hashtag on Twitter will yield an endless supply of idealistic customer service discussion. Finding articles that directly dispute the v<img src="http://feeds.feedburner.com/~r/CMIQ/~4/nqr14GgT2FM" height="1" width="1"/> Mon, 15 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/customer-service-an-option-only-for-the-wealthy/ http://feedproxy.google.com/~r/CMIQ/~3/eR1QTeKNvvc/ Is the key to banking customer service being &amp;ldquo;socially useful?&amp;rdquo; This was the question posed last week by the new Chief Executive of one of the UK&amp;rsquo;s leading &amp;ndash; and most complained about&lt;/<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eR1QTeKNvvc" height="1" width="1"/> Thu, 11 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-retention/articles/brilliant-basics-are-essential-in-good-customer-se/ http://feedproxy.google.com/~r/CMIQ/~3/vqtZxgUahHo/ Stop approaching the call center as a game of limitations&amp;nbsp;trade-offs. When managed correctly, today&amp;rsquo;s multi-channel center can be a limitless producer of business benefit.&amp;nbsp; It can achieve customer satisfaction.&amp;nbsp; It can drive revenue. And it can deliver all of its<img src="http://feeds.feedburner.com/~r/CMIQ/~4/vqtZxgUahHo" height="1" width="1"/> Wed, 10 Oct 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-staffing-productivity/podcasts/ain-t-no-call-center-gonna-hold-me-down/ http://feedproxy.google.com/~r/CMIQ/~3/wG8Lylk_lfw/ Does each employee who deals with your customers, clients, or patients understand your brand promise and how to deliver it or&amp;hellip; do you have pockets of excellence and pockets of mediocrity? Recently, the employees at a collision repair shop, Prime Collision, a division of the P<img src="http://feeds.feedburner.com/~r/CMIQ/~4/wG8Lylk_lfw" height="1" width="1"/> Fri, 05 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/what-happens-when-all-your-employees-know-how-to-d/ http://feedproxy.google.com/~r/CMIQ/~3/eu6LrtzkwHE/ &amp;nbsp; When Buick put Shaquille O&amp;rsquo;Neal behind the wheel of their Buick LaCrosse car commercial they<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eu6LrtzkwHE" height="1" width="1"/> Wed, 03 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/write-the-company-buick-s-customer-support-strikes/ http://feedproxy.google.com/~r/CMIQ/~3/o123LaJJ4sk/ True contact center success comes when organizations make the critical switch from a &amp;ldquo;Measure everything that moves&amp;rdquo; mindset to one of &amp;ldquo;Measure what matters most.&amp;rdquo; Given that we are now living in the Age of Customer Influence, &amp;ldquo;what matters most&amp;rdquo; is<img src="http://feeds.feedburner.com/~r/CMIQ/~4/o123LaJJ4sk" height="1" width="1"/> Wed, 03 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-performance-measurement/articles/5-metrics-for-customer-centric-call-centers/ http://feedproxy.google.com/~r/CMIQ/~3/kQqtRr73ebk/ This weekend I stopped into the one-hour eyeglasses place for the third time and finally got what I had paid for. The first time I returned was because my left lens seemed &amp;ldquo;off&amp;rdquo;. The technician checked them out and said that they were .25 diopters off, which was within the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/kQqtRr73ebk" height="1" width="1"/> Tue, 02 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/customer-service-mindlessness-and-how-to-prevent-i/ http://feedproxy.google.com/~r/CMIQ/~3/tmI7nuCj4mg/ If the customer experience is a race, then affixing a price tag to your organization&amp;rsquo;s customer service is like tying your own shoelaces together. That is the logic acknowledged by StubHub, which keeps its shoelaces separate and&amp;nbsp;recently parlayed its culture of customer-c<img src="http://feeds.feedburner.com/~r/CMIQ/~4/tmI7nuCj4mg" height="1" width="1"/> Tue, 02 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/you-can-t-put-a-price-on-customer-service-seriousl/ http://feedproxy.google.com/~r/CMIQ/~3/wChlvDJ1Q5w/ Most firms are expected to significantly increase their spending on social media over the next 18 months.&amp;nbsp;&amp;nbsp; However, managers need to ask themselves if they have the capabilities to exploit its potential?&amp;nbsp; Our experience and industry research suggests that many companies<img src="http://feeds.feedburner.com/~r/CMIQ/~4/wChlvDJ1Q5w" height="1" width="1"/> Mon, 01 Oct 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/3-social-media-best-practices-that-truly-matter/ http://feedproxy.google.com/~r/CMIQ/~3/YSv3nY46I3Y/ Committing to creating a harmonious call center environment is indeed a necessary first step for customer management leaders, but it cannot be mistaken for the entire journey. The employee experience is one defined by action, not declaration, and it is therefore essential for organi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/YSv3nY46I3Y" height="1" width="1"/> Thu, 27 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/don-t-just-talk-3-real-ways-to-achieve-call-center/ http://feedproxy.google.com/~r/CMIQ/~3/jP2esyE4_P4/ My friend Dagmar recently started selling Mary Kay. She asked if she could &amp;ldquo;borrow my face;&amp;rdquo; basically practice her presentation on me. Of course I wanted to help her out. I don&amp;rsquo;t wear make-up, except for lip gloss, so I figured I was safe from any expectations. I went,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/jP2esyE4_P4" height="1" width="1"/> Wed, 26 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/you-sell-an-exciting-product-do-your-customers-kno/ http://feedproxy.google.com/~r/CMIQ/~3/98aj8785aeY/ When you go to great lengths to offer stellar customer service, it can be shocking to discover that your customer isn&amp;rsquo;t happy. Proving a customer wrong, when you know you&amp;rsquo;re right, is the quickest way to lose business. What can you do to manage customer perceptions? One<img src="http://feeds.feedburner.com/~r/CMIQ/~4/98aj8785aeY" height="1" width="1"/> Tue, 25 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/if-your-customers-don-t-think-you-re-right-you-re/ http://feedproxy.google.com/~r/CMIQ/~3/IfsoVBvLjMw/ Legendary tales of customer service are rarely as sexy as iconic moments in entertainment and sports, but their impact on the way we envision a business can be just as profound. Such is the case for Nordstrom&amp;rsquo;s &amp;ldquo;tire story,&amp;rdquo; which continues to set the bar for custo<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IfsoVBvLjMw" height="1" width="1"/> Mon, 24 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/nordstrom-care-about-the-customer-or-say-bye-bye/ http://feedproxy.google.com/~r/CMIQ/~3/JpuHc48tuss/ Customer experience is fundamental to the success of every business. For most companies, in fact, customer experience is the single greatest predictor of whether customers will return &amp;mdash; or defect to a competitor. Customer experience goes to the heart of&amp;nbsp; everything&lt;/em<img src="http://feeds.feedburner.com/~r/CMIQ/~4/JpuHc48tuss" height="1" width="1"/> Fri, 21 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/you-are-in-the-customer-experience-business-whethe/ http://feedproxy.google.com/~r/CMIQ/~3/yopPO-sICW8/ If a tree falls in a forest and no one hears it, did it really fall? If a company delivers poor customer service but no customers hold it accountable, did it really fail? This might be the &amp;ldquo;age of the customer,&amp;rdquo; but by no means has the era of customers tolerat<img src="http://feeds.feedburner.com/~r/CMIQ/~4/yopPO-sICW8" height="1" width="1"/> Thu, 20 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-loyalty-brand-advocates/articles/the-verizon-dilemma-who-says-caring-about-the-cust/ http://feedproxy.google.com/~r/CMIQ/~3/rTLa_hEOA8U/ Can&amp;#39;t listen via the above player?&amp;nbsp; We&amp;#39;ve embedded a SoundCloud version of the podcast below the description: Strategic use of analytics has enabled First Tennessee Bank to &amp;ldquo;attack both sides of the P&amp;amp;L&amp;rdquo; while dramatically improving the customer experience<img src="http://feeds.feedburner.com/~r/CMIQ/~4/rTLa_hEOA8U" height="1" width="1"/> Thu, 20 Sep 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/mbm-predictive-analytics-strategy/podcasts/q-a-with-first-tennessee-bank-driving-profit-custo/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Thu, 20 Sep 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/_y66LTj9dhM/ My AT&amp;amp;T package (phone, internet, wireless and TV) has been underperforming for the past few months.&amp;nbsp; They replaced the modem, which apparently they do quite often as the UPS store in my area indicated they got 6 &amp;ndash; 10 a day through their store.&amp;nbsp; Solved part of my<img src="http://feeds.feedburner.com/~r/CMIQ/~4/_y66LTj9dhM" height="1" width="1"/> Wed, 19 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-personalized-customer-communication/articles/at-t-customer-support-woes-are-you-trying-to-help/ http://feedproxy.google.com/~r/CMIQ/~3/SEXfgWX_zVk/ When leaders in today&amp;rsquo;s era of customer management downplay the importance of &amp;ldquo;efficiency&amp;rdquo; metrics like average handle time, hold time, call volume, speed of answer and the like, they are forgetting one key aspect of call center leadership:&amp;nbsp; measuring is not &lt;em<img src="http://feeds.feedburner.com/~r/CMIQ/~4/SEXfgWX_zVk" height="1" width="1"/> Tue, 18 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-workforce-management/articles/call-center-metrics-measuring-isn-t-managing/ http://feedproxy.google.com/~r/CMIQ/~3/KGqr1Mc9CNI/ If it could transform the game of baseball, imagine what it can do for your organization. On second thought, forget about imagining. Come November, the ability to revolutionize the way your organization develops business, marketing and customer experience strategies will<img src="http://feeds.feedburner.com/~r/CMIQ/~4/KGqr1Mc9CNI" height="1" width="1"/> Tue, 18 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/moneyball-game-changer-helps-you-hit-a-home-run-w/ http://feedproxy.google.com/~r/CMIQ/~3/JUN2GKuRfdQ/ If there is one thing call center and customer experience executives are beginning to unanimously appreciate, it is that customer management metrics, though important, cannot exist in isolation. They must measure&amp;mdash;and drive&amp;mdash;the impact the customer support function is having on<img src="http://feeds.feedburner.com/~r/CMIQ/~4/JUN2GKuRfdQ" height="1" width="1"/> Mon, 17 Sep 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-leadership-culture/podcasts/the-fool-proof-strategy-for-transforming-your-call/ http://feedproxy.google.com/~r/CMIQ/~3/XTN8i533gko/ &amp;nbsp; Though its iPhone 5 announcement was far more consistent with expectations than last year&amp;rsquo;s dreadful iPhone 4s unveiling, it ultimately did little to revolutionize the mobile game.&amp;nbsp; As a welcome update to the antiquated iPhone 4s, the iPhone 5 makes tremendous impr<img src="http://feeds.feedburner.com/~r/CMIQ/~4/XTN8i533gko" height="1" width="1"/> Thu, 13 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-mobile-online-interaction/articles/with-iphone-5-apple-again-wins-customers-by-sellin/ http://feedproxy.google.com/~r/CMIQ/~3/bYxqznPUJLs/ &amp;nbsp; As business leaders increasingly transition from a &amp;ldquo;transactional&amp;rdquo; service approach to one predicated on relationships with customers, many fall into a trap of overzealousness regarding the elimination of performance metrics. Metrics, they argue, portra<img src="http://feeds.feedburner.com/~r/CMIQ/~4/bYxqznPUJLs" height="1" width="1"/> Wed, 12 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-analytics-metrics/articles/3-keys-to-making-the-most-of-your-call-center-metr/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 12 Sep 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/rFgEJys_rXI/ With all that is uncertain in life, why do we spend so much time fearing the things that are largely within our control? Year after year, students stress over standardized tests, worrying that poor performance on exams like the AP and LSAT will forever damage their future.&amp;nbsp; Whi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/rFgEJys_rXI" height="1" width="1"/> Mon, 10 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-internal-infrastructure-governance/articles/5-vital-quotes-brand-reputation-as-your-greatest-w/ http://feedproxy.google.com/~r/CMIQ/~3/fCrLPl3q-YI/ Those mystified by America&amp;rsquo;s love of &amp;ldquo;Jersey Shore&amp;rdquo; and inability to resist the constipated moans of Nickelback&amp;rsquo;s Chad Kroeger rest their fate upon one simple notion:&amp;nbsp;&amp;nbsp;popularity is not proof of quality. When it comes to the world of &amp;ldquo;social m<img src="http://feeds.feedburner.com/~r/CMIQ/~4/fCrLPl3q-YI" height="1" width="1"/> Mon, 10 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-social-media-roi/articles/rant-why-are-the-social-media-experts-so-bad-at-it/ http://feedproxy.google.com/~r/CMIQ/~3/mzznvSZ6Q7s/ Conventional wisdom says that&amp;nbsp;being more innovative&amp;nbsp;is critical for enterprises looking to enhance competitiveness and improve financial performance.&amp;nbsp; However, the reality for many firms is very different.&amp;nbsp; An ill-conceived&amp;nbsp;innovation strategy or poor<img src="http://feeds.feedburner.com/~r/CMIQ/~4/mzznvSZ6Q7s" height="1" width="1"/> Wed, 05 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-business-intelligence/articles/learning-from-lego-when-brand-innovation-goes-awry/ http://feedproxy.google.com/~r/CMIQ/~3/8StK52oSZpA/ From 1975 to 1995 Drucker wrote a column for The Wall Street Journal . On October 21 st , 1993 his column was entitled &amp;ldquo;The Five Deadly Business Sins.&amp;rdquo;It could have been called &amp;ldquo;The Five Deadly Marketing Sins.&amp;rdquo; Judge for yourself. Many business experts<img src="http://feeds.feedburner.com/~r/CMIQ/~4/8StK52oSZpA" height="1" width="1"/> Wed, 05 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/mbm-business-intelligence/articles/revealed-the-5-deadly-marketing-sins/ http://feedproxy.google.com/~r/CMIQ/~3/lcz-9cC__zg/ Those pushing to reinvigorate their call center cultures cling to the notion that &amp;ldquo;happy agents equal happy customers.&amp;rdquo;&amp;nbsp; If agents feel valued by their organization and enjoy coming to work each day, their happiness, so goes the theory, will trickle down to customers and<img src="http://feeds.feedburner.com/~r/CMIQ/~4/lcz-9cC__zg" height="1" width="1"/> Tue, 04 Sep 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/gamestop-s-vice-versa-happy-customers-equal-happy/ http://feedproxy.google.com/~r/CMIQ/~3/BzDFz9QxV0s/ No matter how much we hang our hats on creeds like &amp;ldquo;the customer is always right&amp;rdquo; and &amp;ldquo;never stop until you delight the customer,&amp;rdquo; the difficulty of delivering that satisfaction from within a business framework cannot be overstated. Practical roadblocks, whet<img src="http://feeds.feedburner.com/~r/CMIQ/~4/BzDFz9QxV0s" height="1" width="1"/> Fri, 31 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/you-re-not-perfect-but-do-customers-know-you-re-tr/ http://feedproxy.google.com/~r/CMIQ/~3/gptHV8JjL20/ Few people understand as well as I do the challenges contact center agents face. I was not only once an agent, I was one of the worst agents in the history of customer care. Fortunately for me and everybody else, my career on the frontline was brief. &lt;br<img src="http://feeds.feedburner.com/~r/CMIQ/~4/gptHV8JjL20" height="1" width="1"/> Wed, 29 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/ccm-leadership-culture/articles/confessions-of-a-former-call-center-agent/ http://feedproxy.google.com/~r/CMIQ/~3/Yf7wYAd0D28/ Call centers, or contact centers if you prefer, have been forced onto the back foot during most of<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Yf7wYAd0D28" height="1" width="1"/> Wed, 29 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-insights-analytics/articles/why-no-customer-service-leader-can-ignore-customer/ http://feedproxy.google.com/~r/CMIQ/~3/TNevm8F1NCk/ &amp;ldquo;Elected officials are very excited&amp;mdash;this is a great time in constituent relationship management.&amp;nbsp; The opportunities are numerous and continue to expand.&amp;nbsp; We have to consider that this is a time when government spending is under an extremely high degree of scrutiny,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/TNevm8F1NCk" height="1" width="1"/> Wed, 29 Aug 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/mbm-social-media-roi/podcasts/amid-cost-scrutiny-public-sector-focuses-on-digita/ http://feedproxy.google.com/~r/CMIQ/~3/W4737eZByaM/ &amp;nbsp;&amp;ldquo;The US Gov needs a #CX touchpoint assessment.&amp;nbsp; Seems the GOPs and the DEMs are no different than siloes in companies where bonuses and infrastructure aren&amp;rsquo;t aligned and where each person in their silo is desperately clinging to their own jobs.&amp;nbsp; It&amp;rsquo;s<img src="http://feeds.feedburner.com/~r/CMIQ/~4/W4737eZByaM" height="1" width="1"/> Mon, 27 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-multi-channel-customer-service/articles/democracy-the-ultimate-customer-experience-strateg/ http://feedproxy.google.com/~r/CMIQ/~3/rUE1vGKK-F0/ Communication is not simply about the words you speak but the tone and gestures you use to convey the message.&amp;nbsp; Sarcastic facial expressions and a snide delivery can make the most beautiful love sonnets sound insulting. And so when I hear a team of six or seven employees at a N<img src="http://feeds.feedburner.com/~r/CMIQ/~4/rUE1vGKK-F0" height="1" width="1"/> Mon, 27 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-customer-engagement/articles/how-can-i-help-you-is-an-invitation-not-a-greetin/ http://feedproxy.google.com/~r/CMIQ/~3/LNDC3l9HzBY/ <img src="http://feeds.feedburner.com/~r/CMIQ/~4/LNDC3l9HzBY" height="1" width="1"/> Fri, 24 Aug 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/cem-customer-engagement/videos/video-zynga-telus-reveal-the-7-keys-to-a-customer/ http://feedproxy.google.com/~r/CMIQ/~3/uK5lt505lt8/ A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And it does. However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers &amp;ndash; be they<img src="http://feeds.feedburner.com/~r/CMIQ/~4/uK5lt505lt8" height="1" width="1"/> Thu, 23 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/more-than-a-microphone-using-social-media-to-build/ http://feedproxy.google.com/~r/CMIQ/~3/fBaqaE6mmbw/ Everybody loves a firefighter. But do we give that same kind of admiration to a mom up on a stepladder, checking the batteries in the smoke detector to keep her family safe? Or the employee who faithfully does rounds in the morning, making sure that no<img src="http://feeds.feedburner.com/~r/CMIQ/~4/fBaqaE6mmbw" height="1" width="1"/> Tue, 21 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/are-you-delivering-heroic-customer-service/ http://feedproxy.google.com/~r/CMIQ/~3/oDP9lyQmzaM/ Kerry Hurff, Safelite&amp;rsquo;s director of marketing, has a message for those who struggle with the alleged challenge between acting in the best interest of the customer and acting in the best interest of the business : &amp;ldquo;It is never in the short-term or long-term interest to not do<img src="http://feeds.feedburner.com/~r/CMIQ/~4/oDP9lyQmzaM" height="1" width="1"/> Tue, 21 Aug 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/safelite-doing-the-right-thing-for-customers-with/ http://feedproxy.google.com/~r/CMIQ/~3/0AOAJ4lMxVs/ There&amp;rsquo;s a lot of debate around social networking and the impact it can have on an organization&amp;rsquo;s customer service reputation.&amp;nbsp; In the high profile area of complaints management, what is it that makes social media an important factor? This article looks at why busine<img src="http://feeds.feedburner.com/~r/CMIQ/~4/0AOAJ4lMxVs" height="1" width="1"/> Thu, 16 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/why-social-media-matters-in-customer-complaint-man/ http://feedproxy.google.com/~r/CMIQ/~3/IqYBwdhbmPI/ There has been a thunderstorm of growing noise surrounding Cloud Computing in the past 24 months. Vendors, analysts, journalists and membership groups have all rushed to cover the Cloud medium - although everyone seems to have their own opinion and differing definition of cloud<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IqYBwdhbmPI" height="1" width="1"/> Thu, 16 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/cloud-acceptance-is-about-the-consumer/ http://feedproxy.google.com/~r/CMIQ/~3/sowGdRZAUlk/ The big thing these days is to become the sort of company where job applicants would step on their best friend to get a foot in the door. There&amp;rsquo;s even a formal label for such organizations &amp;ndash; &amp;quot;Employer of Choice&amp;reg;&amp;quot;&amp;nbsp;&amp;ndash; a label that can only be acquired by<img src="http://feeds.feedburner.com/~r/CMIQ/~4/sowGdRZAUlk" height="1" width="1"/> Thu, 16 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/revealed-blueprints-for-making-your-call-center-a/ http://feedproxy.google.com/~r/CMIQ/~3/dB7GDmsUNxs/ In an era of hollow celebrity endorsements and exaggerative promotional copy, the pure, unadulterated reality of a quality customer experience makes for an invaluable branding opportunity. Inherently important, that notion is even more meaningful amid the rise of social media.&amp;nbsp;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/dB7GDmsUNxs" height="1" width="1"/> Tue, 14 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/social-media-to-blame-for-insincere-customer-exper/ http://feedproxy.google.com/~r/CMIQ/~3/-pEYGIJudIU/ One would have to be living under a massive rock for the past few years to miss the fact that we are going through tough economic times. Companies are looking for inventive ways to cut costs and in many cases at the expense of providing even acceptable customer service. They quickly<img src="http://feeds.feedburner.com/~r/CMIQ/~4/-pEYGIJudIU" height="1" width="1"/> Mon, 13 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/online-chat-3-tips-for-getting-it-right/ http://feedproxy.google.com/~r/CMIQ/~3/Vgzo3alnrtA/ I was having a bit of a frustrating day the other day. I woke up on the wrong side of the bed&amp;hellip;a little late. My alarm hadn&amp;rsquo;t gone off. I had only two minutes to get ready if I wanted to be there on time. Of course I hit traffic on the way there. Groggy and discombobulat<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Vgzo3alnrtA" height="1" width="1"/> Thu, 09 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/emotional-contagion-the-key-to-successful-customer/ http://feedproxy.google.com/~r/CMIQ/~3/wX1TNzFHFOI/ &amp;ldquo;People do business with people they&amp;nbsp; know, like, and trust.&amp;rdquo; Have you used this business maxim to examine how you and your Customer Service and Sales teams interact with potential customers? If not, I recommend you do. I recently had an experi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/wX1TNzFHFOI" height="1" width="1"/> Wed, 08 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/patrick-vs-michelle-which-customer-service-rep-wou/ http://feedproxy.google.com/~r/CMIQ/~3/xVpNx7J3E-U/ When it comes to social media and metrics it seems to me like there&amp;rsquo;s a general disconnection between what we can measure, and what we should be measuring. With the now almost, for businesses, mandatory Facebook page and twitter profiles, there&amp;rsquo;s no sho<img src="http://feeds.feedburner.com/~r/CMIQ/~4/xVpNx7J3E-U" height="1" width="1"/> Tue, 07 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/mistakes-made-when-measuring-social-media-success/ http://feedproxy.google.com/~r/CMIQ/~3/AROpgsfAfvM/ For North American companies looking to stay competitive, outsourcing some or all of their back-office business operations to India has achieved the status of dogma. However, in the past couple of years poor outcomes, changing cost dynamics and continued cultural challenges have swung<img src="http://feeds.feedburner.com/~r/CMIQ/~4/AROpgsfAfvM" height="1" width="1"/> Mon, 06 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/offshoring-to-india-no-longer-a-smart-strategy/ http://feedproxy.google.com/~r/CMIQ/~3/xSzZ_yfPHd8/ From a debate standpoint, the recent Chick Fil-A controversy reflects rather negatively on the state of intellectual discourse as it relates to social issues. From a branding standpoint, however, it sheds light on the challenging reality of building a brand in the so-called &amp;ldquo;a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/xSzZ_yfPHd8" height="1" width="1"/> Sun, 05 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/chick-fil-a-fiasco-building-the-brand-your-custome/ http://feedproxy.google.com/~r/CMIQ/~3/sPqdVWm8kTA/ <img src="http://feeds.feedburner.com/~r/CMIQ/~4/sPqdVWm8kTA" height="1" width="1"/> Thu, 02 Aug 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/technology/videos/case-study-how-data-transformed-a-call-center-enha/ http://feedproxy.google.com/~r/CMIQ/~3/cn8V73I4P84/ A funny little man who came in one day, asking for simply a &amp;ldquo;French vanilla,&amp;rdquo; which I took to mean a coffee with French vanilla syrup in it. [OK, maybe I should have clarified beforehand]. When he got his beverage he made it very clear that this was not what he ordered.<img src="http://feeds.feedburner.com/~r/CMIQ/~4/cn8V73I4P84" height="1" width="1"/> Wed, 01 Aug 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/shiny-companies-and-happy-customers-holding-hands/ http://feedproxy.google.com/~r/CMIQ/~3/_kPDn2ZPWnk/ In recent years, NBC has made a plethora of baffling decisions that justly produced a reputation for being out of touch with today&amp;rsquo;s television viewer. No matter what customers say on Twitter, Facebook and message boards, its strategy for broadcasting the 2012 Olympic Games is<img src="http://feeds.feedburner.com/~r/CMIQ/~4/_kPDn2ZPWnk" height="1" width="1"/> Tue, 31 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/lesson-from-the-olympics-online-customers-are-not/ http://feedproxy.google.com/~r/CMIQ/~3/YgA4FbZZWuY/ Those of us who have had responsibility for complaints management at one time or another will have experienced a full spectrum of complainant behavior. For many, this is one of the motivations for taking on a customer service role. Making a real difference by sorting out a problem a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/YgA4FbZZWuY" height="1" width="1"/> Mon, 30 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/5-pivotal-tips-for-managing-complaints-in-your-con/ http://feedproxy.google.com/~r/CMIQ/~3/d2oRKV05B4I/ The Golden Rule&amp;mdash;&amp;ldquo;do unto others as you would have them do unto you&amp;rdquo;-- is regarded as such because its validity is thought to be universal and irrefutable. After all, who could really find fault with the idea of treating people the way one would prefer to be treated?<img src="http://feeds.feedburner.com/~r/CMIQ/~4/d2oRKV05B4I" height="1" width="1"/> Mon, 30 Jul 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/zynga-telus-do-not-treat-customers-the-way-you-wan/ http://feedproxy.google.com/~r/CMIQ/~3/nBn9pwTFmqA/ In an effort to gain recognition and respect, too many struggling contact centers try to bite off more than they can chew &amp;ndash; implementing performance goals that they have as much chance of meeting as I do of being crowned Miss America.&amp;nbsp; I often encourage managers of poorly<img src="http://feeds.feedburner.com/~r/CMIQ/~4/nBn9pwTFmqA" height="1" width="1"/> Thu, 26 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/lowering-the-bar-new-metrics-to-fix-your-strugglin/ http://feedproxy.google.com/~r/CMIQ/~3/7WGVCo8RaOE/ &amp;ldquo;If you&amp;rsquo;re a fly on the wall of a meeting between C-level executives and could reasonably mistake any of them for the Chief Customer Officer, you are witnessing a customer-centric business at work.&amp;rdquo; Undoubtedly astute, CMIQ advisor and sector consultant Michele Cro<img src="http://feeds.feedburner.com/~r/CMIQ/~4/7WGVCo8RaOE" height="1" width="1"/> Tue, 24 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/5-crucial-customer-engagement-tips-it-s-time-to-re/ http://feedproxy.google.com/~r/CMIQ/~3/dkOfYf0sgOs/ The only thing worse than repeatedly failing is learning how easily that failure could have been avoided.&amp;nbsp; For those customer management professionals who continually succumb to the same agent engagement and customer experience challenges, it is time to face the more disheartening<img src="http://feeds.feedburner.com/~r/CMIQ/~4/dkOfYf0sgOs" height="1" width="1"/> Mon, 23 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/6-ways-customer-analytics-will-empower-agents-impr/ http://feedproxy.google.com/~r/CMIQ/~3/NK1gDzd6uzI/ Customer Management IQ is pleased to welcome Brooke Musterman as our newest editorial contributor.&amp;nbsp; Brooke is the author of Reptiles on Caffeine which draws from her experience working as a Starbucks barista, and she joins CMIQ to share that unique<img src="http://feeds.feedburner.com/~r/CMIQ/~4/NK1gDzd6uzI" height="1" width="1"/> Mon, 23 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/dear-customer-nobody-likes-a-bossy-britches/ http://feedproxy.google.com/~r/CMIQ/~3/3bTOZmphXBo/ According to an SBA survey, Our Customers Leave because&amp;hellip;. &amp;bull; 1% die or go out of business &amp;bull; 3% move away &amp;bull; 5% follow a friends recommendation to go elsewhere &amp;bull; 9% leave for price &amp;ndash; a common misconception is that customers are<img src="http://feeds.feedburner.com/~r/CMIQ/~4/3bTOZmphXBo" height="1" width="1"/> Thu, 19 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/are-your-call-center-agents-truly-uncoachable/ http://feedproxy.google.com/~r/CMIQ/~3/S6tuRIVbcYo/ Amid the explosion of industry attention on Big Data, professionals are scrambling to put together robust strategies for managing the wealth of insights emerging through their arrays of customer contact channels. Few have truly succeeded in that effort.&amp;nbsp; An even smaller quantity has<img src="http://feeds.feedburner.com/~r/CMIQ/~4/S6tuRIVbcYo" height="1" width="1"/> Wed, 18 Jul 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/people-management/podcasts/stop-underselling-the-importance-of-call-center-in/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Understanding&amp;nbsp;the&amp;nbsp;customer&amp;nbsp;experience is a critical part of any business in today&amp;#39;s cost sensitive world. Every customer&amp;nbsp;relationship and contact impacts your business&amp;nbsp;&amp;nbsp;and&amp;nbsp;ensuring a&amp;nbsp;positive experience drives their loyalty&amp;nbsp;and<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 18 Jul 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/-9y9NfuSRHA/ Polarity is a given for an Aaron Sorkin project, and his new HBO series &amp;ldquo;The Newsroom&amp;rdquo; is predictably dividing viewers into extremes. One particular point of contention concerns the show&amp;rsquo;s decision to retroactively deliver accounts of real-life events. A<img src="http://feeds.feedburner.com/~r/CMIQ/~4/-9y9NfuSRHA" height="1" width="1"/> Tue, 17 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/could-you-give-your-customer-experience-the-newsro/ http://feedproxy.google.com/~r/CMIQ/~3/3Gy4YysGeuA/ If your agents are relying on a script for communicating with customers, those customers unfortunately do not &amp;ldquo;totally understand.&amp;rdquo; A new study<img src="http://feeds.feedburner.com/~r/CMIQ/~4/3Gy4YysGeuA" height="1" width="1"/> Mon, 16 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/scripting-your-way-to-a-disappointing-customer-exp/ http://feedproxy.google.com/~r/CMIQ/~3/BIwhyMHrJOI/ For a little over three years, information technology companies serving the service industry have been advocating call back technology.&amp;nbsp; Before you rush out and spend unnecessary capital, consider what you are actually getting &amp;ndash; something to add costs to your already poor work<img src="http://feeds.feedburner.com/~r/CMIQ/~4/BIwhyMHrJOI" height="1" width="1"/> Mon, 16 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/why-call-back-technology-will-not-fix-your-failing/ http://feedproxy.google.com/~r/CMIQ/~3/r5irOaJVNvk/ The contact center industry has historically been plagued by high employee turnover. Particularly problematic (and expensive) is early agent attrition &amp;ndash; new-hires quitting soon after the contact center has spent ample time and resources recruiting, assessing, training and greasi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/r5irOaJVNvk" height="1" width="1"/> Thu, 12 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/stopping-your-call-center-agents-from-quitting-so/ http://feedproxy.google.com/~r/CMIQ/~3/gLKODYdrpSw/ An internal email sparked an interesting conversation among a few of the technophiles and designers here. A short comment about the Microsoft Surface (there&amp;rsquo;s my post SEO) started it all: Interesting concept from Microsoft. They completely ripped off th<img src="http://feeds.feedburner.com/~r/CMIQ/~4/gLKODYdrpSw" height="1" width="1"/> Wed, 11 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/make-your-customer-experience-uncomfortably-simple/ http://feedproxy.google.com/~r/CMIQ/~3/Hz1BWxtwLmk/ Let&amp;rsquo;s discuss a couple of the heavyweight C words in the IT Sector: Cloud and CRM. What do they have in common? Well they have both certainly provoked a lot of press coverage and airtime, both have driven large brand name vendors to jump in with big investment, acquisitions an<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Hz1BWxtwLmk" height="1" width="1"/> Tue, 10 Jul 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/winning-the-crm-lottery/ http://feedproxy.google.com/~r/CMIQ/~3/CXY9GT1q8Ys/ Want to win your customers&amp;rsquo; loyalty?&amp;nbsp; It is going to take more than smiling. Make no mistake&amp;mdash;all customer service representatives must assure they are cordial in dealing with customers, but in a marketplace exposed to customer-centric concepts like Amazon&amp;rsquo;s product<img src="http://feeds.feedburner.com/~r/CMIQ/~4/CXY9GT1q8Ys" height="1" width="1"/> Tue, 10 Jul 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/technology/podcasts/how-sears-is-unlocking-the-door-to-true-customer-l/ http://feedproxy.google.com/~r/CMIQ/~3/jcZBkShhBZg/ About fifteen years ago, professionals had to hide in shame if their corporations did not have an official website.&amp;nbsp; Fast forward to 2012, and that same shame exists if businesses do not maintain Twitter and Facebook accounts in representation of their brands. The problem, however,<img src="http://feeds.feedburner.com/~r/CMIQ/~4/jcZBkShhBZg" height="1" width="1"/> Mon, 09 Jul 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/technology/podcasts/finding-the-opportunity-in-being-social-on-social/ http://feedproxy.google.com/~r/CMIQ/~3/b44MwCbrROw/ Stop getting in your agents&amp;#39; way!&amp;nbsp; Learn best practices for empowering agents to deliver for your customers in this exclusive, free&amp;nb<img src="http://feeds.feedburner.com/~r/CMIQ/~4/b44MwCbrROw" height="1" width="1"/> Thu, 28 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/how-your-reps-are-ruining-the-customer-experience/ http://feedproxy.google.com/~r/CMIQ/~3/u7PygXa-rMg/ I was talking with a colleague regarding past experiences with clients and he came up with a beautiful explanation for sales with some companies he had worked with in the past.&amp;nbsp; The &amp;ldquo;sales prevention&amp;rdquo; team was the label given.&amp;nbsp; Both a humorous and sad label. Or<img src="http://feeds.feedburner.com/~r/CMIQ/~4/u7PygXa-rMg" height="1" width="1"/> Thu, 28 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/sales-team-more-like-sales-prevention-team/ http://feedproxy.google.com/~r/CMIQ/~3/m-73TRud4Fc/ It will come in the form of aggressive vendor marketing copy.&amp;nbsp; It will come in the form of updates about new strategies your competitors are employing.&amp;nbsp; But when it comes to meaningfully improving your customer experience, you only need to focus on one source of insight:&amp;nbsp;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/m-73TRud4Fc" height="1" width="1"/> Thu, 28 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/are-the-wrong-people-driving-your-customer-experie/ http://feedproxy.google.com/~r/CMIQ/~3/IjrANWr6jv8/ Regulated to a far greater extent than consumer brands like Nike and Coca-Cola, banking and financial services firms have long possessed a weariness towards social media.&amp;nbsp; They know they need to pursue avenues for building their brands and customer relationships, but they also<img src="http://feeds.feedburner.com/~r/CMIQ/~4/IjrANWr6jv8" height="1" width="1"/> Thu, 28 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/technology/podcasts/banks-can-t-let-roi-regulatory-concerns-inhibit-so/ http://feedproxy.google.com/~r/CMIQ/~3/jawRhsoa9m8/ I was honored to attend &amp;ldquo;The Experience Revolution,&amp;rdquo; Oracle&amp;rsquo;s special event held at Gotham Hall in New York on June 25, 2012.&amp;nbsp; It was an inspiring networking event designed for executives with a shared passion for enhancing customer experience.&amp;nbsp; Oracle&amp;rs<img src="http://feeds.feedburner.com/~r/CMIQ/~4/jawRhsoa9m8" height="1" width="1"/> Wed, 27 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/please-say-you-re-not-still-ignoring-the-impact-of/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ Rapid scaling and flexibility. Seamless integration. Cost-effectiveness. Agent productivity. Customer satisfaction. With so many imperatives, most contact centers weigh the tradeoffs&amp;mdash;and make compromises. In this webinar, learn how to avoid the compromise and deliver the optimal<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 27 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/N21QUu8ajac/ Customer service is a performance and not the kind that is delivered with a hairbrush in front of a bathroom mirror. The rise of social media, coupled with an increased market focus on the customer experience, assures that no such performance is safely hidden in the garage or privat<img src="http://feeds.feedburner.com/~r/CMIQ/~4/N21QUu8ajac" height="1" width="1"/> Mon, 25 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/ann-taylor-flops-in-customer-experience-showcase/ http://feedproxy.google.com/~r/CMIQ/~3/daEBhK9a13w/ Few metrics have made contact center managers drool like first-call resolution has. And with good reason: FCR has been shown to have a significant impact on customer satisfaction, operational costs and employee morale. So we&amp;rsquo;re looking at a metric trifecta &amp;ndash; a measurement<img src="http://feeds.feedburner.com/~r/CMIQ/~4/daEBhK9a13w" height="1" width="1"/> Fri, 22 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/making-first-call-resolution-work-for-your-custome/ http://feedproxy.google.com/~r/CMIQ/~3/3MrLdRDCd3g/ If you care about reducing costs in your call center, you&amp;rsquo;ll definitely want to check out our webinar on the realities of cloud-based call cent<img src="http://feeds.feedburner.com/~r/CMIQ/~4/3MrLdRDCd3g" height="1" width="1"/> Wed, 20 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/3-creative-ways-to-dramatically-reduce-call-center/ http://feedproxy.google.com/~r/CMIQ/~3/OJxEixF0xFs/ For all the talk about the rise of social media as a marketing and customer service tool, one can only imagine how much more significant the explosion would have been had C-level and stakeholder fear not created such an obstruction. As social media standout Nick Kossovan explained at the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/OJxEixF0xFs" height="1" width="1"/> Wed, 20 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/do-not-fear-the-social-customer-experience-unless/ http://feedproxy.google.com/~r/CMIQ/~3/dRZCkgIt0LM/ The call center is not on the immediate verge of extinction, but when considering the convoluted nature of resolving customer issues in that environment, it is no surprise that alternative channels like social are taking flight. &amp;ldquo;When you think about calling into a company, think<img src="http://feeds.feedburner.com/~r/CMIQ/~4/dRZCkgIt0LM" height="1" width="1"/> Wed, 20 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/are-you-alleviating-your-customer-experience-pain/ http://feedproxy.google.com/~r/CMIQ/~3/Nwvc3weurMg/ Complaints about C-level &amp;ldquo;ignorance&amp;rdquo; have softened in the wake of reports that executives are finally recognizing the business impact of the customer experience, but that does not mean customer management professionals feel any less compelled to achieve that buy-in for their<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Nwvc3weurMg" height="1" width="1"/> Tue, 19 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/technology/podcasts/for-social-customer-experience-whose-buy-in-really/ http://feedproxy.google.com/~r/CMIQ/~3/d1FIafx9F1g/ Most companies depend on some form of channel to target, sell and deliver products and services to end users.&amp;nbsp; A channel can be any intermediary such as a retailer or distributor, a sales team or a technology platform like the iPad. Recent developments are putting channel perfo<img src="http://feeds.feedburner.com/~r/CMIQ/~4/d1FIafx9F1g" height="1" width="1"/> Mon, 18 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/5-roadblocks-to-multi-channel-customer-acquisition/ http://feedproxy.google.com/~r/CMIQ/~3/AffB6zR0Dd4/ What value does your brand bring to social media? Social media represents an unparalleled opportunity to engage customers, but in retaining such immense potential value, it often locks brand eyeballs firmly on the prize.&amp;nbsp; Brands think about how to extract profit from social med<img src="http://feeds.feedburner.com/~r/CMIQ/~4/AffB6zR0Dd4" height="1" width="1"/> Mon, 18 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/is-your-brand-the-creepy-kid-on-facebook/ http://feedproxy.google.com/~r/CMIQ/~3/1xbiKS5Qhss/ Elite organizations know that it takes more than mere hunches and guesswork to develop a successful pricing strategy.&amp;nbsp; There is a method to the madness, a &amp;ldquo;science&amp;rdquo; to pricing, and successful professionals must hitch their strategies to that wagon.&amp;nbsp; When it comes to<img src="http://feeds.feedburner.com/~r/CMIQ/~4/1xbiKS5Qhss" height="1" width="1"/> Mon, 18 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/the-science-of-pricing-is-the-key-to-successful-cu/ http://feedproxy.google.com/~r/CMIQ/~3/bH941dC_vxI/ A product of man, our corporate society&amp;nbsp;possesses a human&amp;nbsp;desire to identify winners and losers.&amp;nbsp; It is not enough to play the game&amp;mdash;we crave constant knowledge about how we are doing&amp;mdash;and that results in an undying passion for benchmarking success. Since the<img src="http://feeds.feedburner.com/~r/CMIQ/~4/bH941dC_vxI" height="1" width="1"/> Mon, 18 Jun 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/strategy/podcasts/the-price-strategy-is-right-metrics-that-win-custo/ http://feedproxy.google.com/~r/CMIQ/~3/Lw67ENoKR1o/ Disagree with me and want to vent?&amp;nbsp; Like my perspective and want more?&amp;nbsp; Follow my personal Twitter @cantorpedia ! If customer-centricity is the mindset that drives all successful organizations and customer experience<img src="http://feeds.feedburner.com/~r/CMIQ/~4/Lw67ENoKR1o" height="1" width="1"/> Thu, 14 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/why-must-i-be-an-annoying-customer/ http://feedproxy.google.com/~r/CMIQ/~3/F4XuBiiNr2w/ It is difficult for call center professionals to escape advice about creating a customer-centric culture within their organizations. Sadly, it seems it is even more difficult&amp;nbsp;for them&amp;nbsp;heed that advice and actually create the desired experience culture. In today&amp;<img src="http://feeds.feedburner.com/~r/CMIQ/~4/F4XuBiiNr2w" height="1" width="1"/> Thu, 14 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/7-keys-to-creating-a-culture-of-customer-centricit/ http://feedproxy.google.com/~r/CMIQ/~3/mtJwoBs4Acg/ Disagree with me and want to vent?&amp;nbsp; Like my perspective and want more?&amp;nbsp; Follow my personal Twitter @cantorpedia ! Interactions with disgruntled customers are often the best means of gaining valuable feedback<img src="http://feeds.feedburner.com/~r/CMIQ/~4/mtJwoBs4Acg" height="1" width="1"/> Wed, 13 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/your-angry-customers-don-t-care-do-you/ http://feedproxy.google.com/~r/CMIQ/~3/QlBAO_8t3aE/ No matter how much stakeholders and media stigma might suggest otherwise, playing not to lose is not the correct customer management philosophy.&amp;nbsp; When it comes to delivering for customers, elite organizations think about how to win customer satisfaction and loyalty at every turn<img src="http://feeds.feedburner.com/~r/CMIQ/~4/QlBAO_8t3aE" height="1" width="1"/> Mon, 11 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/who-runs-the-best-call-center-in-the-world-call-ce/ http://feedproxy.google.com/~r/CMIQ/~3/xqqrF8Y9wM4/ Not all brands jump at the opportunity to praise others for their customer service savvy, but in the case of Lenovo, hesitance could not have been further from the mind. In a 13 th Annual Call Center Week presentation exploring the impact of multi-channel analytics on addi<img src="http://feeds.feedburner.com/~r/CMIQ/~4/xqqrF8Y9wM4" height="1" width="1"/> Mon, 11 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/technology/articles/building-a-multi-channel-strategy-take-the-esuranc/ http://feedproxy.google.com/~r/CMIQ/~3/sxg3lShIS3E/ One might not typically think of country superstar George Strait and Internet sensation Zynga in the same breath, but when it comes to the customer experience, the latter has no problem drawing inspiration from the former. In his 1995 smash hit, Strait reflected on the directness of<img src="http://feeds.feedburner.com/~r/CMIQ/~4/sxg3lShIS3E" height="1" width="1"/> Mon, 11 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/george-strait-has-the-answer-to-your-customer-expe/ http://feedproxy.google.com/~r/CMIQ/~3/19Ygm1aMDLs/ Dear major credit card company: if you want my business, it is time for you to actually get to know me. In this era of &amp;ldquo;Big Data&amp;rdquo; and insight-driven marketing, it is absurd to see how few brands take that evolution to heart.&amp;nbsp; Ignoring so many opportunities to create<img src="http://feeds.feedburner.com/~r/CMIQ/~4/19Ygm1aMDLs" height="1" width="1"/> Mon, 04 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/strategy/articles/dear-major-credit-card-company-how-about-getting-t/ http://feedproxy.google.com/~r/CMIQ/~3/qOHfKRbK2J0/ Customer service representatives are not inherently incompetent. In fact, your organization&amp;rsquo;s customer service representatives might be rather superb at their jobs.&amp;nbsp; They might know how to respond to customer inquiries, know how to keep calls quick, know how to smile thro<img src="http://feeds.feedburner.com/~r/CMIQ/~4/qOHfKRbK2J0" height="1" width="1"/> Mon, 04 Jun 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/are-your-reps-serving-customers-or-winning-custome/ http://feedproxy.google.com/~r/CMIQ/~3/MTEJpq-uSFI/ As Curtis Bingham, founder and executive director of the CCO Council, explained at the 2012 Customer Experience Summit , the connection between customer loyalty is not an innovative assertion. The connection is obvious, and it is supported with decades of anecdotal a<img src="http://feeds.feedburner.com/~r/CMIQ/~4/MTEJpq-uSFI" height="1" width="1"/> Thu, 31 May 2012 04:00:00 GMT http://www.customermanagementiq.com/people-management/articles/why-won-t-the-c-level-support-your-customer-experi/ http://feedproxy.google.com/~r/CMIQ/~3/zXbVQNVjPW0/ Have we not reached the point at which dismissing poor social media strategies on the basis of the channel&amp;rsquo;s youth is getting insulting? Another day brings yet another report on the extent to which major brands are failing to successfully deliver customer<img src="http://feeds.feedburner.com/~r/CMIQ/~4/zXbVQNVjPW0" height="1" width="1"/> Thu, 31 May 2012 04:00:00 GMT http://www.customermanagementiq.com/cem-personalized-customer-communication/articles/social-customer-care-is-real-at-ll-bean-zappos-sti/ http://feedproxy.google.com/~r/CMIQ/~3/D_kPzQxM1xQ/ &amp;quot;There is a huge amount of customer impact in the back office.&amp;nbsp; If we can make that happen more efficiently through workforce management...[it] drives better performance in the back office and ultimately a better customer experience.&amp;quot; Investments into new management<img src="http://feeds.feedburner.com/~r/CMIQ/~4/D_kPzQxM1xQ" height="1" width="1"/> Thu, 31 May 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/people-management/podcasts/closing-the-workforce-management-gaps-on-the-roads/ http://feedproxy.google.com/~r/CMIQ/~3/eUPmwbumiHQ/ The information you need to better understand your customers is out there.&amp;nbsp; It&amp;#39;s the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting<img src="http://feeds.feedburner.com/~r/CMIQ/~4/eUPmwbumiHQ" height="1" width="1"/> Wed, 30 May 2012 04:00:00 GMT customermanagementiq.com http://www.customermanagementiq.com/ccm-performance-measurement/webinars/you-can-do-it-improve-customer-service-and-increas/ http://feedproxy.google.com/~r/CMIQ/~3/foHtuFFh7vU/ You need to &amp;ldquo;compete on the customer experience.&amp;rdquo;&amp;nbsp; You need to &amp;ldquo;be like Disney.&amp;rdquo;&amp;nbsp; When it comes to today&amp;rsquo;s breed of customer management,&amp;nbsp;you are&amp;nbsp;asked to rise to the standard set by the cross-industry elite.&amp;nbsp; Ignoring what your<img src="http://feeds.feedburner.com/~r/CMIQ/~4/foHtuFFh7vU" height="1" width="1"/> Tue, 29 May 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/the-joneses-are-not-your-customers/ http://feedproxy.google.com/~r/CMIQ/~3/U0oVzcgYNHU/ In a much-anticipated session at the 4 th Customer Experience Summit, presented by Customer Management IQ, two Zappos professionals explained a controversial call center management decision as the best possible path to customer satisfaction. Challenged by an attendee over t<img src="http://feeds.feedburner.com/~r/CMIQ/~4/U0oVzcgYNHU" height="1" width="1"/> Tue, 29 May 2012 04:00:00 GMT http://www.customermanagementiq.com/operations/articles/for-zappos-customer-centricity-means-knowing-when/