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• 	Doing More with Less: Optimizing Your Call Center Bob Carter, General Manager and Vice President of Federal Operations for Vivisimo, gives a keynote presentation at IQPC's 2010 Government Contact Center Summit in Washington D.C. Carter discusses how to best optimize your call center budget  when working in the public sector in a tight economy. He
  Tags: Government Contact Center Summit | metrics | case studies

• First Ever Live Stream of Call Center Week from Caesars Palace in Las Vegas, NV Las Vegas, NV and New York, NY – IQPC and Customer Management IQ announce that the 11th Annual Call Center Week main conference will be live streamed for the first time ever. This event, being held June 14-18, 2010 at Caesars Palace in Las Vegas, NV will now be available for registered users both live and on demand after the event. “By live streaming the 11th Annual Call Center Week, pro....Read more

  Contributor:  call center week Tags: Call Center Week | call center | contact center 05/27/2010  2:12:00 PM EDT

• 3 Strategic Tips on Customer Experience Mapping Offering products of services alone isn’t enough these days, organisations must provide their customers with satisfactory experience.  Competing on that dimension means orchestrating all the ‘clues’ that people pick up in the buying process” – LL Berry, MIT Sloan Management Review Put Customer Experience at the Heart of Your Organisation Putting the customer at ....Read more

  Contributor:  Al-Nashir Bandali Tags: customer experience mapping | case study | MIT 11/11/2010  12:00:00 AM EST

• How to Improve Process Management with VOC Feedback Voice of the customer (VOC) feedback is one of the most valuable tools that organizations possess. Providing the correct information is collected and analyzed to create actionable insights. Key problems that continue to challenge those tasked with managing VOC feedback is how to convert the information into increased revenue and ROI. [eventpdf] Research conducted by Allegiance last year found....Read more

  Contributor:  Customer Management IQ Tags: VOC | ROI | customer feedback data 12/20/2010  12:00:00 AM EST

• Empowering Women in the Contact Center and Beyond I recently contributed to a popular Carol Roth blog called 76 Challenges That Women Have to Overcome in Entrepreneurship (http://tinyurl.com/36wa6kg) This is similarly applicable to the workforce in general,and the contact center in particular, where there is a predominance of women.  There are common threads amongst the 76 listed in the blog:  It’s an inside job: The biggest ....Read more

  Contributor:  Rosanne D'Ausilio Tags: women | glass ceiling | customer service 12/08/2010  12:00:00 AM EST

• American Idol's Return Pits Brand Loyalty vs. Market Loyalty (Update:  The overnight metered market rating for this season's "American Idol" premiere came in at a 13.6, which is down by 17% from the prior season's premiere.  Comparatively, when last year's season opened, its overnight ratings were down 11% from the prior year, indicating there was an exacerbated decline this year.) (Update 2: And word comes that the premiere fel....Read more

  Contributor:  Brian Cantor Tags: marketing | brand | television 01/18/2012  12:00:00 AM EST

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