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• Smart Data and Analytics Retail Forum London, UK June 12 - 13 2013   June 12 Register Now | View Agenda | Learn More

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• What Drucker on Business Ethics Can Teach You About Leadership Drucker was extremely ethical in his outlook and all he did. On a personal level he was one of the most ethical individuals I have ever met. However from both his writing and classroom lectures, it was clear that he struggled mightily to arrive at basic ethical principles which were essential since he believed that ethical behavior was an absolute requirement of all organizational leaders. In his study of l....Read more

  Contributor:  William Cohen, Ph.D. Tags: morality | call center | Peter Drucker 03/24/2010  10:21:00 AM EDT

• What Makes the CEO Say "Yes"? As a chairman and CEO of an $85M company with over 700 employees I was presented with my fair share of proposals for projects, “transformational” initiatives and various other recommendations. Most of the time my reception to these proposals was tepid at best. And for good reason. It wasn’t that the proposal was unreasonable or the associate or consultant presenting the proposal wasn&rs....Read more

  Contributor:  Doug Wilwerding Tags: executive buy-in | seat at the table | business case 09/10/2008  12:00:00 AM EDT

• 	#5 Call Center Power Player Panel: Social Media and Customer Service Rolling your eyes at another social media panel? Don’t—because today we cut through the fluff and provide critical insight into how you can leverage social business to cut costs. Social media metrics are the economic feedstock of forecasts. Determining the value of your social business
  Contributor:   Blake Landau Tags: social business | Mary Murcott | Glenn Pasch 03/19/2010  12:00:00 AM EDT

• Strategic Investment in Customer Experience Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a minute. This suddenly got a lot larger than you may have thought… Whether your customer base is 10 or 10 million, the idea that each individual holds critical answers to your company’s future and to ....Read more

  Contributor:  Jon Blum Tags: customer experience | business process | technology providers 05/06/2009  12:00:00 AM EDT

• Customers, Not Vendors, Need to Steer Social Business Design Many people refer to Customer Relationship Management (CRM) as Social Customer Relationship Management (SCRM). While I prefer to refer to it as Social Business Design, it is the same thing. It is the framework within which companies and customers build stronger relationships and increase the value of the relationship to both parties. This is a framework of processes and tools, such as Social Support Comm....Read more

  Contributor:  John Moore Tags: customer relationship management | crm | social customer relationship management 10/26/2009  12:00:00 AM EDT

• Why You Need a Social Business Customer-Care Strategy In any given week I review various statistics focused on social media usage, trying to better understand how quickly people are adopting these tools into their everyday lives. The reality is that adoption in the United States continues to increase, as it does in many other areas of the world. Cultural norms, access to technology and governmental legislative efforts will mean varying degrees of ....Read more

  Contributor:  John Moore Tags: social business strategy | social business design | ssc 07/13/2010  12:00:00 AM EDT

• Hey, Shut Up and Listen...Please I attended a very good webinar recently, led by Amber Naslund at Radian6, on listening and engaging with social media. The conversation was timely in light of the recent statistics I saw, and blogged about, on how CIOs are erecting walls around their businesses. While Amber covered a lot of ground the one topic I wanted to build on was the simple act of passive listening. Let me remind of you someth....Read more

  Contributor:  John Moore Tags: crm | scrm | customer relationship management 07/06/2010  12:00:00 AM EDT

• The Top Ten Rules of Email Etiquette There is a communication crisis occurring today. With the proliferation of text-speak and 140 character sentences, we have forgotten how to effectively communicate. For example, what happened to the professionally written email to a customer or even a colleague? For that matter, what happened to grammar and proper usage? [eventpdf] With the advent of hand held electronic devices and text messagi....Read more

  Contributor:  Paula Klee Parish Tags: email | messaging | communication 01/03/2011  12:00:00 AM EST

• The 'Flaws' with Women In Leadership Recently I had the privilege of being a panelist at a local university that exclusively enrolls women. Among a full complement of course offerings in various disciplines, the college of business offers a Masters in Organizational Leadership. It is an outstanding program run by a dynamic and successful business woman. The students range in age and experience from recently matriculated undergraduates to....Read more

  Contributor:  Doug Wilwerding Tags: leadership | leader | gender 05/20/2010  12:00:00 AM EDT

• The L Word: Loyalty Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of Wyoming, I have talked about entrepreneurship with thousands of students. As a founder of three successful ventures, it has been easy for me to combine the academic theory with the practical reality of found....Read more

  Contributor:  Dr. Brooks Mitchell Tags: entrepreneur | entrepreneurship | employee loyalty 06/08/2010  9:37:00 AM EDT

• Paul Lang Talks Social Business Strategy You spent a lot of time at Genesys—can you talk about the difference between Genesys and LiveOps?   Genesys is focused on a customer premise solution that is highly customizable, but it requires significant professional services manpower. LiveOps, on the other hand, has a complete end-to-end Software-as-a-Service-based solution that is fully integrated, flexible, highly secure, easy to....Read more

  Contributor:  Paul Lang Tags: customer management | LiveOps | social business strategy 08/14/2010  12:00:00 AM EDT

• Thoughts on Social Networking Sites with IIOM Chairman Jerry Durant Why are social networks popular?  Simply put, they represent a place where people can congregate and share a common purpose, more specifically the call center profession. However, each person may have a more specific motive and in this case it can range from promoting ones business to simple sharing and developing friendships with others of a similar vocation.  A more challenging quest....Read more

  Contributor:  Jerry Durant Tags: social networking | Call Center Planet | Jerry Durant 09/14/2010  12:00:00 AM EDT

• Are You Satisfying Your Customers? While high levels of customer satisfaction typically lead to company growth, it is not always the case that business growth leads to satisfied customers. In many cases, the opposite is true. The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following: Customer dissatisfaction with the quality goods and services offered in the marketplace is ....Read more

  Contributor:  Rosanne D'Ausilio Tags: IVR | VRU | Customer Satisfaction 09/30/2010  12:00:00 AM EDT

• The Two Functions that are the Basis of Success in Any Organization Peter Drucker was the first to understand that the basis of success in any business rested on only two basic functions. I emphasize that Drucker referred to any business. That means any business or organization regardless of product or service. What are these two magic functions that are clearly so important?  Let’s look at Drucker’s thinking. Drucker’s Analysis Every busin....Read more

  Contributor:  William Cohen, Ph.D. Tags: customer experience | customer service | business 10/04/2010  12:00:00 AM EDT

• 2 Top Tips for Business Success in Social Media Do you know a business that is getting into social media but doesn’t have a strategy? This is a pretty common conversation I hear these days: “We are into social media.” “Good. What are you doing?” “You know, Tweeting, Facebook. We have a fantastic product and people want to know about it. So we are using social media to get the word out.” ....Read more

  Contributor:  Doug Brown Tags: customer experience | social media | social CRM 10/15/2010  12:00:00 AM EDT

• Why We Still Need Real Social Media Strategists Even though business strategies come from the top down in organizations we still need strategists, or at least strategic thinkers, in every area of business, but especially social media. Not only because so few businesses have direct experience with social media used to deliver on business goals, but because it requires a fundamental shift that the same old evolutionary approaches fail to address. Wh....Read more

  Contributor:  Shannon Paul Tags: customer experience | digital marketing | content developement 10/26/2010  12:00:00 AM EDT

• Improving First Call Resolution Techniques First call resolution has been used for a number of years to measure the performance of contact centres. As the name suggests, it is used to determine how many customers have their queries answered the first time they make contact. However, the concept is not always as simple to measure as some may think, for a number of reasons. And, it is much harder to quantify than other measures, such as abandon....Read more

  Contributor:  Customer Management IQ Tags: Gary Schwartz | Confirmit | business intelligence 11/02/2010  12:00:00 AM EDT

• Earning the Right to Grow and Prosper: Five Decisions That Create Beloved Call Centers and Drive Explosive Business Growth A beloved call center creates an indelible bond with the customer. The call center becomes a part of the customers' lives. The call center’s devoted customer grows the call center’s business, telling everyone on twitter, facebook, chat rooms and hundreds of Web sites every day that these call center’s companies are worthy of their business. What is behind achieving beloved call....Read more

  Contributor:  Jeanne Bliss Tags: call center | call center representatives | customer 12/09/2009  12:00:00 AM EST

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