Call Center and Customer Service Management Community | Customer Management IQ - IQPC 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's easy. It's fast. It's free.   Customer Management IQ enables you to find from your peers Mon, 21 Jun 2010 16:52:39 GMT NOT Listening as the Fly on the Wall - Experiencing Event Live-Tweeting http://www.customermanagementiq.com/article.cfm?externalID=2687 I thought I was going to simply listen in, as a fly on the wall – passively, Wed, 16 Jun 2010 04:00:00 GMT Julie Hunt Why Listen to Customer Sentiment? http://www.customermanagementiq.com/article.cfm?externalID=2586 List(S)entimonics is the art of listening effectively to your social audience -- anyone Fri, 04 Jun 2010 04:00:00 GMT Michael Thomas A Personal Case of Social CRM: It's About Time http://www.customermanagementiq.com/article.cfm?externalID=2585 I am not ashamed to admit that I am a “watchaholic” especially watches with Tue, 01 Jun 2010 04:00:00 GMT Michael Thomas Over the Air Support http://www.customermanagementiq.com/article.cfm?externalID=2578 One of the big advantages that Over the Air (OTA) support brings to your wireless call Fri, 28 May 2010 04:00:00 GMT Jason Lackey Data-Driven Social CRM http://www.customermanagementiq.com/article.cfm?externalID=2548 I have been reading some very interesting books about strategies around becoming a Thu, 27 May 2010 04:00:00 GMT Mark Tamis 7 Steps to a Value-Driven Call Center Culture http://www.customermanagementiq.com/article.cfm?externalID=2064 In recent years the importance of developing a strong call center culture has been a Wed, 12 May 2010 04:00:00 GMT Richard Natoli Personality Mapping in the Call Center: The Next Evolution in Technology for Customer Experience Management http://www.customermanagementiq.com/article.cfm?externalID=1947 Why do customers buy from you? In call center environments, purchase behavior is Wed, 12 May 2010 04:00:00 GMT Dave Barnes Inspiring Motivation Through Workplace Wellness http://www.customermanagementiq.com/article.cfm?externalID=2369 My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked Fri, 30 Apr 2010 04:00:00 GMT Brooks Mitchell Unleash the Creative Power of Your Call Center http://www.customermanagementiq.com/article.cfm?externalID=2271 Ask most people what they think of their experience with the call center and the common Wed, 21 Apr 2010 04:00:00 GMT Kathy Herrmann Next Generation Call Center Technology For the Next Generation of Purchasers http://www.customermanagementiq.com/article.cfm?externalID=2139 In New York City, the streets are always bustling with multi-taskers—they are Mon, 29 Mar 2010 04:00:00 GMT Blake Landau Unpacking Call Center Average Handle Time http://www.customermanagementiq.com/article.cfm?externalID=1765 Average Handle Time, the total time a call center takes, divided by the total number of Fri, 19 Feb 2010 05:00:00 GMT Charles Baker Queuing Assumptions for Call Centers http://www.customermanagementiq.com/article.cfm?externalID=1746 There are some pretty strong assumptions that are made when the queuing formulas are Wed, 10 Feb 2010 05:00:00 GMT William Bleuel The Preferred Channel: Best Buy Cuts Call Center Costs By Leveraging Social Media http://www.customermanagementiq.com/article.cfm?externalID=1729 Social media is taking pressure off of the call center. Always asked to “do more Fri, 08 Jan 2010 05:00:00 GMT John Moore The Essential Outbound Call Center Checklist http://www.customermanagementiq.com/article.cfm?externalID=1532 If you’re like most call center managers, your daily routine is pretty consistent. Thu, 03 Dec 2009 05:00:00 GMT Angela Morris The Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center http://www.customermanagementiq.com/article.cfm?externalID=1590 You might call Barry Dalton a "twerson." He is an avid Twitter user, and as Wed, 02 Dec 2009 05:00:00 GMT Barry Dalton Great Call Center Technology Expectations: Self Service Automation and IVR http://www.customermanagementiq.com/article.cfm?externalID=1500 Every call center manager knows that there are dozens of ways to measure various aspects Mon, 23 Nov 2009 05:00:00 GMT Susan Hura Psych! Don't Send Callers to the Web Site http://www.customermanagementiq.com/article.cfm?externalID=1503 We all have our pet peeves with automated telephone systems: ads for stuff we Fri, 13 Nov 2009 05:00:00 GMT Susan Hura A Solution to the Social Media Call Center Conundrum http://www.customermanagementiq.com/article.cfm?externalID=1504 If you are like me, and so many other people today, you’ve connected through Wed, 11 Nov 2009 05:00:00 GMT Customers, Not Vendors, Need to Steer Social Business Design http://www.customermanagementiq.com/article.cfm?externalID=1461 Many people refer to Customer Relationship Management (CRM) as Social Customer Mon, 26 Oct 2009 04:00:00 GMT John Moore Southwest Airlines and Case-Mate on Leveraging Social Media to Gather Customer Feedback http://www.customermanagementiq.com/article.cfm?externalID=1367 Voice of the Customer (VOC) is something your company needs to be listening to. If Fri, 23 Oct 2009 04:00:00 GMT Steve Latham Fairbanks Morse Engine Customer Relationship Management (CRM) Implementation: A Case Study http://www.customermanagementiq.com/article.cfm?externalID=1340 Customer Relationship Management (CRM) Business Challenge Fairbanks Morse Engine, based Fri, 16 Oct 2009 04:00:00 GMT Octavio Perales The Death of Social CRM: Musings from a CTO http://www.customermanagementiq.com/article.cfm?externalID=1391 Editor's note: The #s in this article represent hash-tags on Twitter related to the Tue, 13 Oct 2009 04:00:00 GMT John Moore Interactive Voice Response (IVR) Design and the Call Center: A Travelocity Story http://www.customermanagementiq.com/article.cfm?externalID=1354 Voice interaction designers and the call center need to engage in more communication. In Tue, 29 Sep 2009 04:00:00 GMT Call Center Technology—Is It a Help or a Hindrance In Your Company? http://www.customermanagementiq.com/article.cfm?externalID=1290 Customers and companies alike are relying on call centers to manage large portions of Tue, 29 Sep 2009 04:00:00 GMT Kristina Evey Leveraging the Balanced Scorecard For Your Call Center http://www.customermanagementiq.com/article.cfm?externalID=1306 Is there a balanced formula that would both "please" the customer and keep Tue, 29 Sep 2009 04:00:00 GMT Dru Phelps Using Integrated Voice Response (IVR) to Gauge Customer Experience http://www.customermanagementiq.com/article.cfm?externalID=1300 Integrated Voice Response technology has come of age, opening up new and rather Wed, 23 Sep 2009 04:00:00 GMT Harsh Zadoo Customer Feedback is a Two-Way Speech http://www.customermanagementiq.com/article.cfm?externalID=1271 Maybe it’s because I work in the industry, but whenever I receive a request for Mon, 14 Sep 2009 04:00:00 GMT Gary Schwartz Beyond Efficiency: The Integration of People and Technology in the Call Center http://www.customermanagementiq.com/article.cfm?externalID=1192 In recent years, the drive for efficiency has been a major factor in business decisions Tue, 08 Sep 2009 04:00:00 GMT Stephen Dawson Customer Experience Is The Next Competitive Battleground http://www.customermanagementiq.com/article.cfm?externalID=880 Editor's Note: This article was first run on Customer Management IQ on 6/29/2009. Mon, 03 Aug 2009 04:00:00 GMT Gary Schwartz Are You Ready for Enterprise Feedback Management (EFM)? http://www.customermanagementiq.com/article.cfm?externalID=871 Enterprise Feedback Management (EFM) Defined Enterprise Feedback Management is the Mon, 20 Jul 2009 04:00:00 GMT Richard Hanks The Problem With IVR: A Call Center Case Study http://www.customermanagementiq.com/article.cfm?externalID=734 Editor's Note: This article was first run on Customer Management IQ on 4/1/2009. Call Tue, 30 Jun 2009 04:00:00 GMT Paul Roemer Key Considerations for Implementing an Online Knowledge Base http://www.customermanagementiq.com/article.cfm?externalID=767 “The shortest distance between Point A and Point B is a straight line. The Wed, 22 Apr 2009 04:00:00 GMT Jay Grady Hire Better with Science: Assess Call Center Candidates� Skills to Predict Job Success http://www.customermanagementiq.com/article.cfm?externalID=587 Quality of Hire Matters Hiring decisions matter now more than ever. When companies are Wed, 25 Mar 2009 04:00:00 GMT Ken Lahti, Ph.D. Reaching Your Customer Management Goal Line http://www.customermanagementiq.com/article.cfm?externalID=669 One of my favorite quotes is from coaching great Vince Lombardi: “Let’s Mon, 16 Mar 2009 04:00:00 GMT Steve Farr Build a Knowledge Management System You Can Be Proud Of http://www.customermanagementiq.com/article.cfm?externalID=549 Let's face it. People are busy. Many customers nowadays prefer to hunt down the best Tue, 17 Feb 2009 05:00:00 GMT David Ciccarelli Introducing Customer Management IQ: A Peer-To-Peer Solution Exchange http://www.customermanagementiq.com/article.cfm?externalID=625 People have more and more to read, but want to spend less and less time reading. They Mon, 16 Feb 2009 05:00:00 GMT From the Desk of the Executive Editor Redesigning Back and Front Office Processes to Improve Customer Satisfaction http://www.customermanagementiq.com/columnarticle.cfm?externalID=663&columnid=20 Most companies attempting to build stronger bonds of customers loyalty make a common Mon, 02 Mar 2009 05:00:00 GMT Dick Lee Creating a Dialogue: The Importance of Branding through Social Media http://www.customermanagementiq.com/columnarticle.cfm?externalID=2358&columnid=27 While most companies are still in the nascent stages of capturing and engaging their Mon, 10 May 2010 04:00:00 GMT Art Hall Strategic Investment in Customer Experience http://www.customermanagementiq.com/columnarticle.cfm?externalID=788&columnid=24 Your customer and how you approach your customer hold the key to successfully investing Wed, 06 May 2009 04:00:00 GMT Jon Blum The Mouse Cages the Customer With Entrapping Call Center Technology http://www.customermanagementiq.com/columnarticle.cfm?externalID=2136&columnid=26 Don’t get me wrong, I visit “the House the Mouse built” at least once Mon, 29 Mar 2010 04:00:00 GMT Tripp Babbitt Improving Customer Service Experiences through Business Intelligence and Employee Satisfaction http://www.customermanagementiq.com/columnarticle.cfm?externalID=793&columnid=17 Customer Feedback Is Critical Today’s customer is offered a variety of ways to Mon, 04 May 2009 04:00:00 GMT Jeremy Whyte Inspiring Motivation Through Workplace Wellness http://www.customermanagementiq.com/columnarticle.cfm?externalID=2369&columnid=25 My wife and I checked into a hotel a few months ago in a large Midwestern city. I looked Fri, 30 Apr 2010 04:00:00 GMT Brooks Mitchell Guiding Winning Conversations At Absa Bank http://www.customermanagementiq.com/video.cfm?ID=798 "After a few false starts with other technologies, we've finally hit the mark with Mon, 14 Jun 2010 04:00:00 GMT Building A Modern Call Center From The Ground Up: The Next Generation Call Center http://www.customermanagementiq.com/video.cfm?ID=711 Wouldn't you be interested to see the most "advanced call center in the Wed, 05 May 2010 04:00:00 GMT Choice Hotels Case Study With Mark Weiner http://www.customermanagementiq.com/video.cfm?ID=703 In pursuit of turning customer data into profit Choice Hotels International, Inc hired Tue, 27 Apr 2010 04:00:00 GMT Driving Up Average Handle Time and Self-Service At Sabre Holdings http://www.customermanagementiq.com/video.cfm?ID=677 It might sound strange that an increased average handle time helped Sabre Holdings cut Wed, 21 Apr 2010 04:00:00 GMT Call Center Week Producer Interviews Customer Management IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service http://www.customermanagementiq.com/video.cfm?ID=692 John Cushman has his finger to the pulse of the next generation technology. He Sat, 17 Apr 2010 04:00:00 GMT Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts http://www.customermanagementiq.com/video.cfm?ID=676 Sandra Levesque has a compelling story to tell--and it involves the seamless integration Tue, 13 Apr 2010 04:00:00 GMT Steering Social Media and Comcast Through A Customer Service Sea Change http://www.customermanagementiq.com/video.cfm?ID=674 Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his Wed, 07 Apr 2010 04:00:00 GMT Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw http://www.customermanagementiq.com/video.cfm?ID=675 When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn Wed, 07 Apr 2010 04:00:00 GMT Turning Data Into Profit At Choice Hotels http://www.customermanagementiq.com/video.cfm?ID=656 Choice Hotels International, Inc. was tasked with the business challenge of turning Mon, 29 Mar 2010 04:00:00 GMT Jesus Hoyos Unearths Social Media and Customer Service in the Latin American Markets http://www.customermanagementiq.com/video.cfm?ID=636 We dare you to Google the name “Jesus Hoyos” with “CRM.” What Mon, 22 Mar 2010 04:00:00 GMT The Middle Path: Making IVR Self-Service Work for Your Customers and Your Business http://www.customermanagementiq.com/video.cfm?ID=471 Do your customers complain about your interactive voice response (IVR) systems? Is your Tue, 08 Dec 2009 05:00:00 GMT A Customer Service Webcare Make Over: How UPC Got Its Groove Back http://www.customermanagementiq.com/video.cfm?ID=406 Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled Fri, 23 Oct 2009 04:00:00 GMT Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience Summit http://www.customermanagementiq.com/video.cfm?ID=249 Is your customer experience making you money or costing you money? Are you a Thu, 20 Aug 2009 04:00:00 GMT Integrating Live Chat With CRM To Boost Customer Experience http://www.customermanagementiq.com/video.cfm?ID=189 Editor's note: In this virtual case study, David Cicarrelli of Voices.com Wed, 29 Jul 2009 04:00:00 GMT The Social Customer Care Plan http://www.customermanagementiq.com/video.cfm?ID=172 In this presentation, Yianni Garcia of the American Teleservices Association explains Wed, 15 Jul 2009 04:00:00 GMT Is CRM Dead? Should It Be? http://www.customermanagementiq.com/video.cfm?ID=141 What better place to generate discussions about whether there continues to be a need for Wed, 10 Jun 2009 04:00:00 GMT CRM Essentials: 3D/CRM a Paradigm Shift http://www.customermanagementiq.com/video.cfm?ID=117 Everyone claims to know “best practices.” In this virtual case study, Mon, 27 Apr 2009 04:00:00 GMT What We Can Learn From eHarmony About Call Center Management and Measurement http://www.customermanagementiq.com/podcenter.cfm?externalID=546 Scott Ackerman was a match for eHarmony. While there, Ackerman helped turn the customer Tue, 26 Jan 2010 05:00:00 GMT Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings http://www.customermanagementiq.com/podcenter.cfm?externalID=311 Hilton has been raising the bar with providing outstanding customer service with an at Thu, 17 Sep 2009 04:00:00 GMT Proactive Notifications: When, What and How Consumers Want to Hear from You http://www.customermanagementiq.com/webinarinfo.cfm?externalID=122 Leading-edge companies are leveraging outbound technology to proactively reach out to Wed, 23 Dec 2009 05:00:00 GMT Speech�Analytics�Revealed:�Myths,�Facts�and�Whodunit? http://www.customermanagementiq.com/webinarinfo.cfm?externalID=161 “ The use of viable speech analytics tools can turn what was a necessary overhead Thu, 01 Apr 2010 04:00:00 GMT Apple Leads in Customer Satisfaction for Tech Support Calls http://www.customermanagementiq.com/whitepaper.cfm?id=56 Technical support is an inherent part of the customer experience for many businesses, Wed, 26 Aug 2009 04:00:00 GMT Confirmit Farmers Case Study http://www.customermanagementiq.com/whitepaper.cfm?id=58 Farmers Insurance is the third largest writer of both private passenger automobile and Wed, 29 Jul 2009 04:00:00 GMT Beyond Traditional Surveys: Speech Analytics Taps Into the Real Voice of the Customer http://www.customermanagementiq.com/whitepaper.cfm?id=103 Customer surveys usually provide only directional information because gaps in survey Mon, 23 Nov 2009 05:00:00 GMT The Calls Customers Want to Get—Outbound IVR http://www.customermanagementiq.com/whitepaper.cfm?id=114 Datamonitor’s research report, The Rise of Outbound Applications in an Economic Mon, 18 Jan 2010 05:00:00 GMT