-
Creating a Dialogue: The Importance of Branding through Social Media: While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing... read more
social media | brand | brand strategy
-
Operationalizing Social Media and the End of Analysis Paralysis: “Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise... read more
social business | social media | strategy
-
Accounting for Presenteeism In Call Center Planning and Forecasting: Call Center representatives have some of the most rigid and, oftentimes, unpredictable schedules. For call center leaders, call... read more
call center workforce management | talent | Alvarez & Marsal
-
The Unintended Consequences of Social Media Part 1: The impact and opportunities of social media for companies is undeniable. Social media can be integrated as part of a company’s channel... read more
social media | customer service | call center
-
Five Ideas for Motivating and Engaging Your Call Center Representatives: Struggling with ideas on how to engage and motivate your call center representatives? There is one thing that I know from... read more
call center | call center representatives | call center management
-
The Business Case for IVRs and Automated Speech Recognition: Over the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention... read more
interactive voice response | ivr | automated speech recognition
-
Defining Trust in Customer Strategy—Call Centers and Beyond: Vampire Bats and Customer Strategy A few years ago, I had the opportunity to attend a practitioner-only focus group led by one-to-one... read more
value to the customer | call time | customer trust
Advertisement
Events of Interest
-
Customer Experience Management for Banking & Financial Services
Venue to be confirmed, London, UK
September 18- 20, 2012 -
12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
3rd Annual UAE Customer Service Week
Abu Dhabi, United Arab Emirates
September 30- 3, 2012 -
Customer Experience Management in Telecoms: UK Summit
Chelsea Football Club, London, UK
July 16- 19, 2012
Articles
-
Contributor: Melissa Kovacevic
You Hired Me for Customer Service, Not Sales: I’m sure you’ve met this person on the phone or face-to-face. They are fri... read more
Tags: customer service | agent engagement
-
Contributor: Brian Cantor
The Social Mistake You Cannot Afford to Make: From emphasizing personalized responses that read like they came from humans rather than r... read more
Tags: social media | social crm | roi
-
Contributor: Brian Cantor
Best Buy, Coca-Cola Case Studies Prove ROI of Social Media? (Well, Not Really): A recent Forrester Research study that swept media outlets off their feet reveals tha... read more
Tags: social marketing | roi | social media
-
Contributor: Brian Cantor
Google’s “Coffee” – Are Your Customers Ready for Your Message?: Shortly after my first encounter with Google Chrome’s new “Coffee” ad sp... read more
Tags: google | marketing | branding
-
Contributor: Brian Cantor
Surprising Reality of What Truly Keeps Call Center Leaders Up at Night: As the call center continues to evolve, your team will naturally explore innovative soluti... read more
Tags: call center | contact center | agent engagement
|
Reach Customer Management professionals through cost-effective marketing opportunities to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.
Learn More >> Join today and interact with a vibrant network of customer management professionals, keeping up to date with the customer management industry by accessing our wealth of Customer Management articles, videos, online seminars, live conferences and more. Sign Up Today! |
| Customer Management IQ, a division of IQPC 2012 All rights reserved.Use of this site constitutes acceptance of our User Agreement and Privacy Policy. Careers With IQPC | Contact Us | Unsubscribe to Bizo | About Us |
|
Not a member? Sign Up
Reasons for Joining
Address your challenges through knowledge sharing with peers from our global network of specialists.
Benchmark your business initiatives with the who's who in the field.
Hear from industry pioneers how to maximize ROI in today's challenging economy.
And best of all It's FREE!