Wide Area Network:

Content Related to Wide Area Network



• 	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

• 	How to Make the Most of Your Customer Feedback Data SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also gives a few examples of Confirmit's collaborators concerning data analysis, and what the
  Contributor:   Gina Scanlon Tags: customer base | software | data capture 10/14/2010  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

• 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

• 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

• How to Take Your Customer Feedback Program to the Next Level with Social Media We didn’t need the popularity of the movie The Social Network to tell us how ingrained social media has become in our culture. Use of social media sites such as Facebook, Twitter and others is continuing to grow exponentially. A recent study by Strativity Group showed that nearly 70 percent of consumers spend at least an hour a week engaged with social media. Chances are your target audience is....Read more

  Contributor:  Justin Schuster Tags: social media | Twitter | Facebook 12/07/2010  12:00:00 AM EST

• Pricing and Revenue Management Strategies With consumer spending still not back to the levels seen before the global recession, there is strong competition for retailers to build customer loyalty while boosting their market share. The Internet, social networking in particular, is increasingly playing a role in forming customers' opinions of brands. Retailers, however, are still struggling to engage with these new mediums and adapt their ....Read more

  Contributor:  Customer Management IQ Tags: National Retail Federation | social networking | technology 02/11/2011  12:00:00 AM EST

• Fresh Off the Press: an Excerpt from 'The New Small' It seems to me that many small business owners are awash in a sea of technology they aren’t using. Most haven’t explored mobility, cloud computing, social technologies, and so on. They aren’t keeping up with many of the changes that could significantly help them on so many levels. I began to wonder about why so many small business owners seem to be unaware of the profound technologi....Read more

  Contributor:  Phil Simon Tags: The New Small | Phil Simon | emerging technologies 02/16/2011  12:00:00 AM EST

• Kid, Youth & Parent Power Industry Survey 2011: Have your Say When marketing to youth, is it true that you should target the message to their parents? How has social media changed your marketing focus? We’d like to gauge exactly how profound this shift has been – please take a moment to participate in the Kid, Youth & Parent Power Industry Survey 2011. All participants will be sent the results once we’ve collated them – have your say....Read more

  Contributor:  Customer Management IQ Tags: Kid | Youth & Parent Power | social networking 02/22/2011  12:00:00 AM EST

• CMIQ Weekly Review: Growing up Wired It goes without saying that the world is changing, and youth culture is shifting even faster than the earth’s orbit. Toddlers are now given cell phones, children who barely know their ABC’s have their own laptops and can probably find their way around an iPad before you can. Typing is no longer being taught in grade school because kids are learning how to type before they can actually put a p....Read more

  Contributor:  Gina Scanlon Tags: tweens | youth market | Fuse Project 03/02/2011  12:00:00 AM EST

• Network Solutions' "3 Ps" for Driving Call Center Profit, Agent Engagement   Carl Boothby, vice president of operations for renowned internet services pioneer Network Solutions, has no trouble admitting that some call center supervisors are not cut-out for leading the charge to drive profit from the customer service function. After all, with an entrenched, metrics-first mindset prevailing in many call center environments, asking supervisors to reinvent themselves a....Read more

  Contributor:  Customer Management IQ Tags: call center week | retention | cost center 06/15/2011  12:00:00 AM EDT

• Customer Management Success is Simple (aka Stop Focusing on Fads and Gimmicks) I can tell you that when it comes to the ingredients of success, I’m a devout skeptic. I think my cynicism comes from two observations:  First, we seem to have an insatiable desire for silver bullets that will magically bag the type of success for which we’re looking--“10 tips for this” and “secrets” for that. We want easy paths to victory. Second, where there....Read more

  Contributor:  Eric Dodds Tags: customer management | success | social media 09/07/2011  12:00:00 AM EDT

A glossary of keywords, acronyms and general terminology used in day-to-day professional work, Customer Management. If you would like to add to, edit or comment on this page, please drop us a line at info@customermanagementiq.com