Call Center and Customer Service Management Community | Customer Management IQ - IQPC

Dawn's Marketing Team Plays A Starring Role in BP Oil Spill

Drew McLellan — Wed, 16 Jun 2010 04:00:00 GMT

I am sure that everyone at Proctor & Gamble (parent company of Dawn liquid soap)

NOT Listening as the Fly on the Wall - Experiencing Event Live-Tweeting

Julie Hunt — Wed, 16 Jun 2010 04:00:00 GMT

I thought I was going to simply listen in, as a fly on the wall – passively,

Why Listen to Customer Sentiment?

Michael Thomas — Fri, 04 Jun 2010 04:00:00 GMT

List(S)entimonics is the art of listening effectively to your social audience -- anyone

A Personal Case of Social CRM: It's About Time

Michael Thomas — Tue, 01 Jun 2010 04:00:00 GMT

I am not ashamed to admit that I am a “watchaholic” especially watches with

Corporate Wellness: It's Not a Program It's a Culture

Avi Singer — Fri, 28 May 2010 04:00:00 GMT

Undertone Networks the employer I have been fortunate enough to work for the past year

Data-Driven Social CRM

Mark Tamis — Thu, 27 May 2010 04:00:00 GMT

I have been reading some very interesting books about strategies around becoming a

First Call Resolution Guarantees Excellent Customer Experience, Or Does It?

Gary Schwartz — Wed, 26 May 2010 04:00:00 GMT

Some might argue that First Call Resolution (FCR) should be top of the agenda in the

The Customer Experience IS Your Brand

Nancy Porte — Wed, 26 May 2010 04:00:00 GMT

Ensuring consistent delivery of the brand experience on the front lines of customer

The 'Flaws' with Women In Leadership

Doug Wilwerding — Thu, 20 May 2010 04:00:00 GMT

Recently I had the privilege of being a panelist at a local university that exclusively

What You Don't Know About Call Volume Forecasting Strategy

William Bleuel, PhD — Mon, 17 May 2010 04:00:00 GMT

In the last article I discussed the assumption with respect to satisfaction at the call

7 Steps to a Value-Driven Call Center Culture

Richard Natoli — Wed, 12 May 2010 04:00:00 GMT

In recent years the importance of developing a strong call center culture has been a

Personality Mapping in the Call Center: The Next Evolution in Technology for Customer Experience Management

Dave Barnes — Wed, 12 May 2010 04:00:00 GMT

Why do customers buy from you? In call center environments, purchase behavior is

Does A Slow Growth Economy Affect Service Levels?

Peter Gurney — Tue, 11 May 2010 04:00:00 GMT

Several months ago a friend sent me an article with the headline, “Providing good

The New School of Thought On Improving Customer Satisfaction Through Smarter Queuing

William Bleuel — Wed, 05 May 2010 04:00:00 GMT

In the previous article I discussed the first leap of faith with respect to satisfaction

Inspiring Motivation Through Workplace Wellness

Brooks Mitchell — Fri, 30 Apr 2010 04:00:00 GMT

My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked

A Non-Mathematical Approach To Basic Forecasting

William Bleuel — Mon, 26 Apr 2010 04:00:00 GMT

The non linearity of queuing is known, from this knowledge the first leap of faith is to

Unleash the Creative Power of Your Call Center

Kathy Herrmann — Wed, 21 Apr 2010 04:00:00 GMT

Ask most people what they think of their experience with the call center and the common

Working Smarter Not Harder for Process Excellence in the Call Center

Darryl Flores — Fri, 16 Apr 2010 04:00:00 GMT

Unique obstacles befall the small call center and requires a unique approach. The

Unleashing Excellence: What Outstanding Call Center Leaders Do

Dennis Snow — Mon, 05 Apr 2010 04:00:00 GMT

Are effective leaders born or are they developed? That question has been debated in

Working In A Call Center Made Me Fat

Mary Murcott — Fri, 02 Apr 2010 04:00:00 GMT

Working in a call center made me fat. Yes that’s right. Let me preface this

Gobbledygook Be Gone: It�s Time for Clear Communication in Call Centers

Diane Berenbaum — Wed, 31 Mar 2010 04:00:00 GMT

Web-based communication is on the rise in the call center. Prosci, a research company

Next Generation Call Center Technology For the Next Generation of Purchasers

Blake Landau — Mon, 29 Mar 2010 04:00:00 GMT

In New York City, the streets are always bustling with multi-taskers—they are

Understanding Irrational Customer Behavior and Something Rotten in the State of Advertising

Martin Lindstrom — Mon, 22 Mar 2010 04:00:00 GMT

Let’s face it, we’re all consumers. Whether we’re buying a cell phone,

Tested Methods for Reducing Absenteeism in the Call Center

Kelly Carson — Tue, 16 Mar 2010 04:00:00 GMT

Oy Vey, Hire Another Call Center Representative! Here’s a statement you’ve

What Do Gwen Stefani, Roger Federer and Jennifer Lopez Have That Every Call Center Manager Needs?

Mary Murcott — Fri, 12 Mar 2010 05:00:00 GMT

So, you’ve been told that your role as a supervisor is primarily that of coach.

Don't Let KPIs Be the Death of Your Call Center

Richard Natoli — Thu, 11 Mar 2010 05:00:00 GMT

There are few business units that enjoy the robust reporting tools that call centers

X-Raying Your Customer Touch Points: Is Your Call Center In Concert With Customer Demand?

Anupam Jalote — Tue, 09 Mar 2010 05:00:00 GMT

The global economic crisis of 2009 has been done to death. I mean wherever you look, you

How To Develop Strategy

William Cohen — Tue, 02 Mar 2010 05:00:00 GMT

Drucker’s views on strategy were quite different from those taught by others. He

How to Create �Walk-Through-Fire� Customer Loyalty Through Your Call Center

Dennis Snow — Mon, 01 Mar 2010 05:00:00 GMT

As a call center leader, opening a newspaper or checking online news services can be a

Starship Enterprise Needs Both Captain Kirk and Mr. Spock

G. Thomas Herrington and Patrick T. Malone — Wed, 24 Feb 2010 05:00:00 GMT

Star Date 2314. These are the voyages of the Starship Enterprise...With these words,

Kill Dead Air at the Call Center—It�s Murder, But Not a Crime!

Judy McKee — Tue, 16 Feb 2010 05:00:00 GMT

Call path control is the key to successful call center customer service and client

Average Handle Time: The Good, the Bad and the Ugly

Alex Lowenthal — Fri, 12 Feb 2010 05:00:00 GMT

Average handle time is the total amount of time spent by a call center representative in

Saving Customers Through the Call Center After They've Dumped Us

Ross Hall — Thu, 11 Feb 2010 05:00:00 GMT

There comes a point when every customer decides they no longer want to do business with

Queuing Assumptions for Call Centers

William Bleuel — Wed, 10 Feb 2010 05:00:00 GMT

There are some pretty strong assumptions that are made when the queuing formulas are

Making Meetings Productive

editorial staff — Wed, 10 Feb 2010 05:00:00 GMT

Few things characterize modern management so much as the escalating tendency to have

Five Key Steps to Become a Valuable Asset to Your New Call Center Manager

Glenn Pasch — Fri, 05 Feb 2010 05:00:00 GMT

You just found out your boss at the call center is being replaced with someone from

The Loyalty Connection: Why Your Customers� Satisfaction Now Determines Your Revenue in the Future

Anne Slough — Wed, 03 Feb 2010 05:00:00 GMT

In a recent research report, I read that 92 percent of customers form their image of a

Managing Call Center Results Is More Than Measuring Average Handle Time

James Bogle — Thu, 28 Jan 2010 05:00:00 GMT

Since I changed from being the client buying services to being the vendor of choice in

Six Gates Your Call Center Outsourcer Must Pass Through to Improve the Customer Experience

John Hall — Tue, 19 Jan 2010 05:00:00 GMT

A good customer experience makes it easier for a customer to do business with the

Resurgence of Six Sigma in the Call Center: Decreasing Customer Churn

Eric Reidenbach — Mon, 18 Jan 2010 05:00:00 GMT

One of my clients, a wireless B2B telecom company, was experiencing a significant

Doing More With Less in the Call Center and the Dangers of Average Handle Time

Jane Finn — Wed, 06 Jan 2010 05:00:00 GMT

In recent years, a lot of attention has been paid to making our companies more

Tiger Woods Falls; Will Your High Performing Call Center Be Next?

Steve Cohn — Mon, 04 Jan 2010 05:00:00 GMT

Tiger Woods fools around. OK … apparently, he fools around a lot. But ask any 10

Three Ways to Bring the Call Waiting Times Under Control

William Bleuel — Mon, 21 Dec 2009 05:00:00 GMT

One of the more obvious changes that has occurred in the call center in the last 10 to

Five Answers Every CEO Should Want to Know About Customers: How Customer Profits Suffer When No One�s Keeping Customer Score

Jeanne Bliss — Thu, 17 Dec 2009 05:00:00 GMT

The perennial cry from CEOs around the globe is that they are focused on their

Average Handle Time: Is It For You?

Jo'Ann Alderson — Mon, 14 Dec 2009 05:00:00 GMT

Everything old is new again–including AHT. I’ve been around the call center

Improving Customer Experience and Call Center Time Management with Call Path Control

Judy McKee — Thu, 10 Dec 2009 05:00:00 GMT

Countless call center dollars can be saved every year if call center representatives

Earning the Right to Grow and Prosper: Five Decisions That Create Beloved Call Centers and Drive Explosive Business Growth

Wed, 09 Dec 2009 05:00:00 GMT

A beloved call center creates an indelible bond with the customer. The call center

How to Turn the Call Center into a Meaningful Marketing Platform

Bob Gilbreath — Mon, 07 Dec 2009 05:00:00 GMT

I will always remember one of my first days as a brand marketer at Procter & Gamble,

The Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center

Barry Dalton — Wed, 02 Dec 2009 05:00:00 GMT

You might call Barry Dalton a "twerson." He is an avid Twitter user, and as

Leverage Your Customer Experience in Growing the Top Line Cheaply

John Goodman — Mon, 30 Nov 2009 05:00:00 GMT

You can’t cost-cut your call center into sustainable prosperity—you must

Great Call Center Technology Expectations: Self Service Automation and IVR

Susan Hura — Mon, 23 Nov 2009 05:00:00 GMT

Every call center manager knows that there are dozens of ways to measure various aspects

Psych! Don't Send Callers to the Web Site

Susan Hura — Fri, 13 Nov 2009 05:00:00 GMT

We all have our pet peeves with automated telephone systems: ads for stuff we

A Solution to the Social Media Call Center Conundrum

Wed, 11 Nov 2009 05:00:00 GMT

If you are like me, and so many other people today, you’ve connected through

Service-Level Targets: One Size Doesn�t Fit All

Andrea Ayers — Mon, 09 Nov 2009 05:00:00 GMT

Throughout my years managing call centers and global service operations, there has been

The Sweet Mix of Customer Experience and Branding: Sugardaddy's Mark Ballard Spills All

Mark Ballard — Wed, 04 Nov 2009 05:00:00 GMT

Hardly a day passes that I don't get asked by one or more of our customers or other

Customers, Not Vendors, Need to Steer Social Business Design

John Moore — Mon, 26 Oct 2009 04:00:00 GMT

Many people refer to Customer Relationship Management (CRM) as Social Customer

Southwest Airlines and Case-Mate on Leveraging Social Media to Gather Customer Feedback

Steve Latham — Fri, 23 Oct 2009 04:00:00 GMT

Voice of the Customer (VOC) is something your company needs to be listening to. If

A Small Effort is all it Takes to Deliver Jaw Dropping Customer Service

Marilyn Suttle — Tue, 20 Oct 2009 04:00:00 GMT

Recently, my husband, Cliff, was the motivational keynote speaker for a large

The Death of Social CRM: Musings from a CTO

John Moore — Tue, 13 Oct 2009 04:00:00 GMT

Editor's note: The #s in this article represent hash-tags on Twitter related to the

Call Center Workplace Wellness: A Case Study

Steve Brubaker — Thu, 08 Oct 2009 04:00:00 GMT

If you attend any InfoCision monthly Employee of the Month ceremony you’d hear the

The Proof is In The Pudding: The Customer-Centric Recipes of Zappos

From the editorial staff at e-BIM — Wed, 30 Sep 2009 04:00:00 GMT

Customers buy less in an economic recession, but they still buy—customers are just

The Movie Scene Every Manager Should See�If You Want Engaged Employees, High Morale and Employer of Choice Status

David Lee — Tue, 29 Sep 2009 04:00:00 GMT

While TV shows such as The Office and cartoon strips such as Dilbert make us laugh at

Using Integrated Voice Response (IVR) to Gauge Customer Experience

Harsh Zadoo — Wed, 23 Sep 2009 04:00:00 GMT

Integrated Voice Response technology has come of age, opening up new and rather

Call Center Employee Engagement at InfoCision: A Case Study

Steve Brubaker — Mon, 21 Sep 2009 04:00:00 GMT

In the call center industry the churn and burn mentality of call center employee

It Takes EQ, Not Just IQ, To Work In A Call Center

Keith Fiveson — Wed, 16 Sep 2009 04:00:00 GMT

Emotional Intelligence in the Call Center Is Back In this era of customer empowerment,

Customer Feedback is a Two-Way Speech

Gary Schwartz — Mon, 14 Sep 2009 04:00:00 GMT

Maybe it’s because I work in the industry, but whenever I receive a request for

A Painless Look at Using Statistical Techniques to Find the Root Cause of a Problem

From the Desk of the Executive Editor — Sun, 23 Aug 2009 04:00:00 GMT

Special note: We are responding to reader requests concerning the development of a solid

The CEO Drives the Brand

Martin Roll — Wed, 19 Aug 2009 04:00:00 GMT

In the next five years we will see a rapidly changing landscape across the globe, where

Five Steps for Reinventing your Customer Service and Call Center Philosophy in Turbulent Economic Times

Darryl Flores — Mon, 17 Aug 2009 04:00:00 GMT

Cutbacks on marketing and staffing are the natural reactions of companies during a

Customer Surveys in the Experience Economy: A Global Perspective

Tahir Khan — Wed, 12 Aug 2009 04:00:00 GMT

Reevaluating Customer Satisfaction Customer satisfaction is always supremely important.

Customer Experience Is The Next Competitive Battleground

Gary Schwartz — Mon, 03 Aug 2009 04:00:00 GMT

Editor's Note: This article was first run on Customer Management IQ on 6/29/2009.

It's About Time: Increasing Customer Engagement Through Sales 2.0

Anneke Seley — Mon, 03 Aug 2009 04:00:00 GMT

“2.0” has gone mainstream. A little more than a year ago, while I was in New

Customer Experience and the Human Touch

John Turnbull — Mon, 27 Jul 2009 04:00:00 GMT

For many years, organizations have focused on customer satisfaction but only the

50 Feet From Me: Penetrating the Customer's Trust Circle

Shari Swan — Mon, 27 Jul 2009 04:00:00 GMT

We believe that personal plays a central role in the way that brands need to approach

Core Values and Customer Loyalty: Do You Have What it Takes?

David Cliche — Wed, 22 Jul 2009 04:00:00 GMT

Marketing will never be the same. The way marketers manage the relationships between

Are You Ready for Enterprise Feedback Management (EFM)?

Richard Hanks — Mon, 20 Jul 2009 04:00:00 GMT

Enterprise Feedback Management (EFM) Defined Enterprise Feedback Management is the

Bringing Call Centers Home: The Business Case for Onshoring

Joe Jacoboni — Mon, 13 Jul 2009 04:00:00 GMT

The call center industry has transformed and evolved over the last decade, away from the

Four Steps to Jazzing Up Your Customer Loyalty Program

Guy Maser — Mon, 13 Jul 2009 04:00:00 GMT

How Do You Retain Your Customers and Earn Their Loyalty? It’s like any successful

Back to Core Values in Call Center Customer Service: Reconnect Call Center Customers and Employees with the Company

Wim Rampen — Wed, 08 Jul 2009 04:00:00 GMT

The call center has been named the drain of the organization. Unfortunately this is a

Position Call Center Management for Success With A Call Center Curriculum

Darryl Flores — Wed, 01 Jul 2009 04:00:00 GMT

Are supervisors picking up call center management training in drips and drabs? Gone are

The Problem With IVR: A Call Center Case Study

Paul Roemer — Tue, 30 Jun 2009 04:00:00 GMT

Editor's Note: This article was first run on Customer Management IQ on 4/1/2009. Call

Winning Customers Through Effective Call Center Management at Zappos

Rob Siefker and Maura Sullivan — Tue, 30 Jun 2009 04:00:00 GMT

Editor's Note: This article was first run on Customer Management IQ on 5/12/2009.

Subliminal Advertising and its Impact on Customer Engagement

Martin Lindstrom — Mon, 15 Jun 2009 04:00:00 GMT

Sure, subliminal advertising may have been officially banned in the late 1950s. But,

Managing Brand Equity Through Metrics

Martin Roll — Wed, 10 Jun 2009 04:00:00 GMT

By 2020, branding will become the most significant value driver for Asian boardrooms.

Seven Manageable Business Paradoxes: Using the Power of Passion to Exploit Tough Times and Win New Customers

James Lucas — Mon, 08 Jun 2009 04:00:00 GMT

There is one large business truth in traumatic times: either you’re exploiting

Customer Experience: More Important Than Ever in Tough Times

James Barnes — Wed, 03 Jun 2009 04:00:00 GMT

If customer experience is a viable differentiation strategy in good times, it is doubly

Turning Customer Complaints Into Profitable Opportunities Using the Six Sigma Tool Kit

From the Desk of the Executive Editor — Mon, 25 May 2009 04:00:00 GMT

Service pays! Validated research reveals that it costs five times more to go out and get

Customer Psycho-Economics In An Economic Crisis

John Todor — Mon, 25 May 2009 04:00:00 GMT

Stress, confusion, uncertainty and even fear—these emotions are surging in the

Six Rules to Maintain Profitability During a Recession

Graham Hill — Mon, 18 May 2009 04:00:00 GMT

Let The Value Equation Guide You Through The Recession We are probably entering into a

Key Considerations for Implementing an Online Knowledge Base

Jay Grady — Wed, 22 Apr 2009 04:00:00 GMT

“The shortest distance between Point A and Point B is a straight line. The

What Will Really Drive Customers to Buy From Louis Vuitton Again

Sampson Lee — Mon, 13 Apr 2009 04:00:00 GMT

In a recession, a "spend less" philosophy is nearly equal to smart living.

Pricing in a Downturn: The Noah's Ark of Brands

Martin Lindstrom — Wed, 08 Apr 2009 04:00:00 GMT

The store was nearly empty, though a handful of tourists were seen milling around the

Reaching Your Customer Management Goal Line

Steve Farr — Mon, 16 Mar 2009 04:00:00 GMT

One of my favorite quotes is from coaching great Vince Lombardi: “Let’s

Increased Employee Engagement Leads to Increased Customer Engagement

Shaun Smith — Mon, 09 Mar 2009 04:00:00 GMT

Aligning People With Strategy Creating a powerful customer experience requires the full

Soothing the Savaged Consumer Soul: Top 10 Customer Management Tips for Companies and Customers

Jeanne Bliss — Wed, 04 Mar 2009 05:00:00 GMT

Top Ten Customer Management Tips for Companies and Customers In this economic crisis,

War in the Boardroom

Laura Ries — Wed, 25 Feb 2009 05:00:00 GMT

As marketing professionals, we spend way too much of our time trying to sell our ideas

The Three Steps to Creating an Iconic Brand

Martin Roll — Tue, 24 Feb 2009 05:00:00 GMT

All companies aspire to build brands that eventually get etched in the culture of the

Branding Online Communities For Customer Engagement

Ana Dan — Tue, 17 Feb 2009 05:00:00 GMT

How Relevant and Accessible Brands Drive Consumer Engagement The evolution of the online

Introducing Customer Management IQ: A Peer-To-Peer Solution Exchange

From the Desk of the Executive Editor — Mon, 16 Feb 2009 05:00:00 GMT

People have more and more to read, but want to spend less and less time reading. They

Picking People: Systematically Matching Strengths with Opportunities

Fri, 23 Apr 2010 04:00:00 GMT

No one can guarantee the performance of a manager or executive appointed to a new

Redesigning Back and Front Office Processes to Improve Customer Satisfaction

Dick Lee — Mon, 02 Mar 2009 05:00:00 GMT

Most companies attempting to build stronger bonds of customers loyalty make a common

Creating a Dialogue: The Importance of Branding through Social Media

Art Hall — Mon, 10 May 2010 04:00:00 GMT

While most companies are still in the nascent stages of capturing and engaging their

Strategic Investment in Customer Experience

Jon Blum — Wed, 06 May 2009 04:00:00 GMT

Your customer and how you approach your customer hold the key to successfully investing

Primum Non Nocere: Above All Do No Harm

William Cohen — Wed, 02 Jun 2010 04:00:00 GMT

Drucker summarized what he expected from the leader with one of Hippocrates’s

Hospitals Don't Call Me Patient, Call Me Customer!

Tripp Babbitt — Wed, 16 Jun 2010 04:00:00 GMT

I recently saw an ad in my newspaper for a Heart Scan at a local hospital. It sounded

Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction

Jeremy Whyte — Mon, 04 May 2009 04:00:00 GMT

Customer Feedback Is Critical Today’s customer is offered a variety of ways to

The L Word: Loyalty

Dr. Brooks Mitchell — Tue, 08 Jun 2010 04:00:00 GMT

Many call centers are entrepreneurial ventures whose success and continued growth is

The Key to Making Your Voice of the Customer Actionable: Part 2

Reg Goeke — Wed, 26 Aug 2009 04:00:00 GMT

I’ve already talked about the importance of choosing the right metric in order to

Building A Modern Call Center From The Ground Up: The Next Generation Call Center

Wed, 05 May 2010 04:00:00 GMT

Wouldn't you be interested to see the most "advanced call center in the

Choice Hotels Case Study With Mark Weiner

Tue, 27 Apr 2010 04:00:00 GMT

In pursuit of turning customer data into profit Choice Hotels International, Inc hired

Frank Eliason Comcast Case Study At Call Center Summit

Sat, 24 Apr 2010 04:00:00 GMT

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his

Driving Up Average Handle Time and Self-Service At Sabre Holdings

Wed, 21 Apr 2010 04:00:00 GMT

It might sound strange that an increased average handle time helped Sabre Holdings cut

Call Center Week Producer Interviews Customer Management IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service

Sat, 17 Apr 2010 04:00:00 GMT

John Cushman has his finger to the pulse of the next generation technology. He

Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Tue, 13 Apr 2010 04:00:00 GMT

Sandra Levesque has a compelling story to tell--and it involves the seamless integration

A Marriage of Convenience: Marketing and Customer Care Team Up at Overstock.com

Wed, 07 Apr 2010 04:00:00 GMT

Marketing and customer care don’t talk to each other! This is the rallying cry of

Steering Social Media and Comcast Through A Customer Service Sea Change

Wed, 07 Apr 2010 04:00:00 GMT

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his

Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw

Wed, 07 Apr 2010 04:00:00 GMT

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn

How to Become A Call Center Employer of Choice

Thu, 01 Apr 2010 04:00:00 GMT

Did you know that in the U.S. $300 billion dollars is lost every year due to stress

Turning Data Into Profit At Choice Hotels

Mon, 29 Mar 2010 04:00:00 GMT

Choice Hotels International, Inc. was tasked with the business challenge of turning

Jesus Hoyos Unearths Social Media and Customer Service in the Latin American Markets

Mon, 22 Mar 2010 04:00:00 GMT

We dare you to Google the name “Jesus Hoyos” with “CRM.” What

Making Customer Complaints Profitable

Tue, 16 Mar 2010 04:00:00 GMT

Arguably the godfather of a structured approach to complaint handling, Vice Chairman of

Motivating Call Center Representatives with Game Changer Duane Cashin

Tue, 16 Feb 2010 05:00:00 GMT

On opening night, for any performance, “energy is required” says sales and

Women in Leadership

Thu, 21 Jan 2010 05:00:00 GMT

Daniel Goleman, author of Emotional Intelligence , describes the obstacles that most

Aligning Your Corporation With Future Trends

Tue, 19 Jan 2010 05:00:00 GMT

Andrew Cosslett, CEO of InterContinental Hotels Group, explains how to look for trends

Call Center Quality and Monitoring: From Best Practices to Next Practices

Wed, 13 Jan 2010 05:00:00 GMT

Did you know that call centers (95 percent) have increased call

Jon Moulton on the Fundamentals of an Excellent Turnaround Strategy

Wed, 13 Jan 2010 05:00:00 GMT

Jon Moulton, former managing partner of Alchemy Partners, gives his thoughts on

Earn Your Customer's Rave: The Five Decisions of Beloved and Prosperous Companies

Wed, 16 Dec 2009 05:00:00 GMT

Beloved companies create an indelible bond with customers. They become a part of their

Inspire: Why Customers Come Back

Wed, 02 Dec 2009 05:00:00 GMT

"Define a consistent value proposition that impassions and continuously engages and

As a Leader Communicate to Everyone All the Time

Tue, 01 Dec 2009 05:00:00 GMT

Many leaders fall into the trap of just speaking to their direct reports...this is a

How to Innovate During an Economic Downturn

Thu, 12 Nov 2009 05:00:00 GMT

Mike Harris, founding CEO, Fresh Direct and Egg Plc gives tips on how to innovate during

Why Leaders Need to Focus On Goals During Downturns

Tue, 03 Nov 2009 05:00:00 GMT

Daniel Goleman explains the role of leaders during downturns.

Sahar Hashemi on Innovation

Tue, 27 Oct 2009 04:00:00 GMT

Sahar Hashemi, founder of Coffee Republic, speaks on innovation.

Execution and Innovation in Large Companies

Thu, 22 Oct 2009 04:00:00 GMT

Mike Harris explains how to balance innovation with just getting the job done. Hear how

What Companies Can Learn From the Mom and Pop Approach to Customer Management

Wed, 14 Oct 2009 04:00:00 GMT

This virtual case study presents a celebration of the history of small, independent

What is the Business Case for Bringing Jobs Back to the U.S. and Creating Greater Profitability?

Tue, 22 Sep 2009 04:00:00 GMT

In this keynote presentation Joseph Jacoboni of Contact Centers of America

The Bottom Line Impact of Customer Centricity

Thu, 17 Sep 2009 04:00:00 GMT

Discover best practices in customer centricity and find out the rationale and the

Six Steps to Designing and Delivering a Great Customer Service Experience: Part 2

Wed, 26 Aug 2009 04:00:00 GMT

In part two of this virtual case study Shaun Smith, the author of See, Feel, Think, Do:

Driving Strategy through Customer Experience

Thu, 20 Aug 2009 04:00:00 GMT

In this media presentation with Jon Blum, you'll hear about: • Obtaining new

The Cure for the Common Call Center: Eight Steps to Great Customer Experiences

Thu, 20 Aug 2009 04:00:00 GMT

Today’s customers expect their interactions with businesses to be fast, convenient

Six Steps to Designing and Delivering a Great Customer Support Experience: Part 1

Wed, 19 Aug 2009 04:00:00 GMT

In this virtual case study Shaun Smith, author of See, Feel, Think, Do: The Power of

Explosive Call Center Innovation

Wed, 05 Aug 2009 04:00:00 GMT

In this virtual case study presentation Roy Barnes shows how innovation brought

Know Your Customers: Three Steps to Increasing Customer Engagement

Wed, 15 Apr 2009 04:00:00 GMT

In today's brutal economy, creating messages that resonate with customers is the only

Voice of the Customer: An Essential Ingredient for Effective Customer Management

Wed, 25 Mar 2009 04:00:00 GMT

In an effort to effectively improve profitability and market share gains, smart

The Nordstrom Way to Customer Service Excellence

Mon, 16 Mar 2009 04:00:00 GMT

Nordstrom is arguably the benchmark in customer service excellence. During today's

Sorry I Have No Budget

Tue, 17 Feb 2009 05:00:00 GMT

Today you hear all too often that your clients have no budget. In this presentation

What We Can Learn From eHarmony About Call Center Management and Measurement

Tue, 26 Jan 2010 05:00:00 GMT

Scott Ackerman was a match for eHarmony. While there, Ackerman helped turn the customer

Why Leaders Need to Focus On Goals During Downturns

Tue, 03 Nov 2009 05:00:00 GMT

Daniel Goleman explains the role of leaders during downturns.

What Companies Can Learn From the Mom and Pop Approach to Customer Management

Wed, 14 Oct 2009 04:00:00 GMT

This virtual case study presents a celebration of the history of small, independent

Allan Leighton on Why CEOs Need To Go To the Front Line!

Tue, 13 Oct 2009 04:00:00 GMT

What does Allan Leighton look for in a Chief Executive. If you want to be successful you

The Cure for the Common Call Center: Eight Steps to Great Customer Experiences

Thu, 20 Aug 2009 04:00:00 GMT

Today’s customers expect their interactions with businesses to be fast, convenient

Managing Explosive Growth

Mon, 04 Jan 2010 05:00:00 GMT

In this client case study, Pronto Connections and their client review call center

Delivering an Award-Winning Customer Satisfaction From your Contact Center

Thu, 07 Jan 2010 05:00:00 GMT

In this client case study with WOW Internet, cable and phone, Mike Furst answers

Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results

Tue, 23 Mar 2010 04:00:00 GMT

Outstanding service pays off—for your customers, for your company. But it must be

Top 10 Customer Satisfaction Survey Best Practices

Tue, 24 Feb 2009 05:00:00 GMT

Follow-up customer surveys allow companies to collect customer feedback more diligently

Apple Leads in Customer Satisfaction for Tech Support Calls

Wed, 26 Aug 2009 04:00:00 GMT

Technical support is an inherent part of the customer experience for many businesses,

Confirmit Farmers Case Study

Wed, 29 Jul 2009 04:00:00 GMT

Farmers Insurance is the third largest writer of both private passenger automobile and

Call Center Recruiting: The Keys to Candidate Sourcing

Wed, 23 Sep 2009 04:00:00 GMT

Few call center managers would argue with this simple reality: Identifying the right

Beyond Traditional Surveys: Speech Analytics Taps Into the Real Voice of the Customer

Mon, 23 Nov 2009 05:00:00 GMT

Customer surveys usually provide only directional information because gaps in survey

The Calls Customers Want to Get—Outbound IVR

Mon, 18 Jan 2010 05:00:00 GMT

Datamonitor’s research report, The Rise of Outbound Applications in an Economic

Call Center Outlook 2010

Mon, 01 Feb 2010 05:00:00 GMT

See what your peers are planning in the 2010 Call Center Outlook Survey. This new report

At-Home Agent Management Benchmark Report

Fri, 12 Feb 2010 05:00:00 GMT

How do you manage at-home agents? In this At-Home Agent Management Benchmark

Stop Looking! The FCR Silver Bullet Is Already Here

Tue, 02 Mar 2010 05:00:00 GMT

Algorithm-based First Contact Resolution is the market proven and affordable

Customer Experience Management: The Next Frontier For Contact Centers

Tue, 15 Jun 2010 04:00:00 GMT

According to recent studies, few contact centers have evolved to strategic business

Making Customer Complaints Profitable

Tue, 22 Jun 2010 04:00:00 GMT

W hen Top Management Demands That You