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• 	Straight Talk with Call Center Extraordinaire Art Hall Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast,
  Contributor:   Blake Landau Tags: people management | voc | voe 04/08/2009  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

• 	Amid Cost Scrutiny, Public Sector Focuses on Digital "Customer" Experience “Elected officials are very excited—this is a great time in constituent relationship management.  The opportunities are numerous and continue to expand.  We have to consider that this is a time when government spending is under an extremely high degree of scrutiny, and I really feel
  Contributor:   Brian Cantor Tags: public sector | digital | social media 08/29/2012  12:00:00 AM EDT

• 	The Fool-Proof Strategy for Transforming Your Call Center, Customer Experience 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—and drive—the impact the customer support function is having on the greater
  Contributor:   Tags: agent engagement | culture | call center 09/17/2012  12:00:00 AM EDT

• 	CFI Group's Sheri Teodoru on Onshoring and Contact Center Satisfaction Sheri Teodoru, CEO of CFI Group, discusses onshoring trends, working with the government, the Contact Center Satisfaction Index, and women in leadership at the 11th Annual Call Center Week in Las Vegas with CMIQ. CFI Group is a unique blend of market research, business strategy, and mathematical science at
  Tags: onshoring | government | public sector

• Public Transit: The Blueprint for Horrific Customer Service A horrible weekend experience with NJ Transit made something resoundingly clear:  if companies like USAA and Amazon epitomize customer experience greatness, the public transit sector depicts how not to serve your customers. Long an issue for me, my frustration with the public transit experience came to a boil this weekend, as I scrambled (and actually failed) to make a train home to visit my fam....Read more

  Contributor:  Brian Cantor Tags: public transit | customer service | customer experience 02/27/2012  12:00:00 AM EST

• Democracy:The Ultimate Customer Experience Strategy  “The US Gov needs a #CX touchpoint assessment.  Seems the GOPs and the DEMs are no different than siloes in companies where bonuses and infrastructure aren’t aligned and where each person in their silo is desperately clinging to their own jobs.  It’s driving me NUTS!!!” - @MaryMarkowicz [eventPDF] I was so frustrated by the lack of focus our political leade....Read more

  Contributor:  Mary Ann Markowicz Tags: public sector | customer experience | digital customer service 08/27/2012  12:00:00 AM EDT

• The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff
  

  The ‘90s were about the World Wide Web of information and the power of linking web pages. Today it’s about the World Wide Web of people and the power of the social graph. Online social networks are fundamentally changing the way we live, work, and interact. They offer businesses immense opportunities to transform customer relationships for profit: opportunities that touch virtually every busines....Read more
  

  
  Contributor:  Book Review
  Tags: Clara Shih | web 2.0 | Salesforce
  09/23/2009  4:09:00 PM 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

• Social Collaboration In the Enterprise: The Heart--And Goal---of Community Is “Collaborating People”, Not Collaboration Tools Community and collaboration in business enterprises is about people working together more effectively, quickly, and proactively – to achieve the goals of the business as robustly as possible. This may sound like a simplistic statement, but it seems to be eluding many companies that are adopting social media tools. There is a constant stream of information on the internet on how to implement so....Read more

  Contributor:  Julie Hunt Tags: collaboration | social crm | crm 06/21/2010  12:00:00 AM EDT

• All Aboard the Social CRM Train Social CRM, SCRM, the "Social Customer", and probably a few more acronyms and terms that I’m failing to leave out is all the rage right now in CRM circles within enterprises. The rise of the Social Customer has created new ways of engaging companies and customers alike. Outsourcers have been late to this party, but that’s about to change. Still looking for a SCRM definition? Pa....Read more

  Contributor:  Brian Jameson Tags: Social CRM | SCRM | Paul Greenberg 09/12/2010  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

• Hurricanes? Tornadoes? Blizzards? No Problem: 4 Cases for Virtual Call Centers in Natural Disasters Regardless of where your brick-and-mortar call center is located, the reality is you may find your business at the harsh mercy of Mother Nature. The National Oceanic and Atmospheric Administration (NOAA) recently updated its forecast for the 2010 hurricane season.  From June 1st to November 30th, there is a 70 percent probability that the Atlantic Basin region will experience 14 to 20 named stor....Read more

  Contributor:  Rob Duncan Tags: disasters | virtual call centers | NOAA 09/24/2010  12:00:00 AM EDT

• Call Center Summit Rebranded New York, NY - Call Center Week presents The Summit being held January 24-27, 2011 in Orlando, FL.  The event, produced by IQPC, is being repositioned to focus on the future of contact center and customer relationship management through new learning formats and content.  [eventpdf] This rebranding reflects market feedback on the awareness of the brands and synergies between the two....Read more

  Contributor:  6th Call Center week Summit Tags: 6th Call Center Week Summit | IQPC | social networking 09/27/2010  12:00:00 AM EDT

• Making Stuff That Matters with Tim Manners Tim Manners, author of Relevance: Making Stuff That Matters, has discovered the solution to the marketing "woes of many brands." Manners wants companies to stop worrying about demographics, fads and cutting-edge advertising and instead "focus on relevance." In this interview, Manners unearths the secret to making, marketing and selling relevant products. In your book you highligh....Read more

  Contributor:  Tim Manners Tags: Tim Manners | Relevance: Making Stuff That Matters | Gore campaign 06/22/2009  12:00:00 AM EDT

• 	The Rising Power of the Global Call Center Industry Alton Martin, CEO of Spot Consulting and member of Call Center Planet, speaks with CMIQ Editor Gina Scanlon about the tremendous value and potential of the global call center industry, as well as incoming trends in both outsourcing and onshoring.
  Contributor:   Gina Scanlon Tags: outsourcing | onshoring | global business 09/20/2010  12:00:00 AM EDT

• 	A Taste of Customer Management Solutions The Charmer Sunbelt Group(CSG) is one of the nation’s leading distributors of fine wines, spirits, beer and other beverages. Kelley Gilbert, award winning Director of CSG's Corporate Customer Service Program, gives a little taste (no pun intended) of what she will be focusing on in her
  Contributor:   Gina Scanlon Tags: shared services | efficiency | cost transaction 11/02/2010  12:00:00 AM EDT

• 	How Swyft Technology is Investing in the Contact Center For this episode, Rob Lee, CEO for Swyft Technology, a Customer Experience Management company and on-demand provider of true multi-channel interaction management, speaks to CMIQ about the ever changing world of on-demand technology, how Swyft is integrating and investing in social media, and how
  Contributor:   Gina Scanlon Tags: Swyft | social networking | customer experience 11/29/2010  12:00:00 AM EST

• International Contact Center Expo & Conference Brings Industry Leaders Together 400+ Industry Leaders to Convene in Miami to Map Out Contact Center Strategies for 2011 Attendees for October Expo and Conference Come From Around the World October 4, 2010 – (New York, NY) The International Contact Center Expo and Conference being held October 25-27, 2010 at the Doral Golf Resort & Spa in Miami, is drawing attendance from around the world, including many Fort....Read more

  Contributor:  Customer Management IQ Tags: customer experience | customer service | Miami 10/12/2010  12:00:00 AM EDT

• Social CRM is Overhyped but So What? There is some humor to be found surrounding the Social CRM hype these days, but it may be a mistake to sit on the sidelines. I wrote much of this post in response to a blog post that was essentially saying that social media isn't anything that should concern the contact center. I agree that the contact center has many challenges, and social media is the new kid on the block, but that’s no reaso....Read more

  Contributor:  Brian Jameson Tags: social crm | customer support channels | technologies 11/04/2010  12:00:00 AM EDT

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