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• 	The UPC Story: An Interview with Customer Experience Exchange Speaker Andre Vermaat at UPC Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this podcast, Vermaat spills the secrets of what
  Contributor:   Customer Management IQ Tags: customer care | web care | customer service 01/15/2010  12:00:00 AM EST

• 	Provide the Best Web Self-Service To some contact center directors, web self-service is a necessary evil - it is expected by customers, yet yields low ROI, poor results and fails to meet customers' expectations. Mary Murcott, CEO of Novo 1 Contact Centers, recently gave her argument at the 12th Annual Call Center Week for how to provide
  Contributor:   Cory Bennett Tags: Web Self-Service | Live Chat | Contact Center Web Self-Service 06/20/2011  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

• 	The Six Essential Principles of Call Center Performance Management Jo’Ann Alderson, President of Progressive Communications and author of Connecting in a Faceless World , wants you to achieve your New Year’s resolution this year. Alderson is committed to getting your call center into shape. The “Oprah” of her industry, Alderson presents the six
  Tags: call center | call center management | performance measurement

• The Mouse Cages the Customer With Entrapping Call Center Technology Don’t get me wrong, I visit “the House the Mouse built” at least once every year. I’m a loyal customer. This time of year I attend the Food and Wine Festival at EPCOT (Experimental Prototype Community of Tomorrow) as it coincides with my wedding anniversary. I make my reservations through the Disney World Central Reservations line. This time however I got a bit of a surprise.....Read more

  Contributor:  Tripp Babbitt Tags: interactive voice response | Disney IVR | customer 03/29/2010  11:00:00 AM EDT

• What Time is the 3 o'clock Parade? Disney's Approach to a Quality Customer Experience If you were a man wearing a Mickey Mouse costume for eight hours under a blisteringly hot Florida sun, you would expect to be forgiven for snapping when the hundredth person came up to you and asked: “What time is the 3 o’clock parade?” Yet at Disney World’s Magic Kingdom theme park, Mickey, Goofy, Cinderella and indeed any “cast member” (the term Disney uses to de....Read more

  Contributor:  Diana Davis Tags: Disney | Disney World | customer experience 02/21/2011  12:00:00 AM EST

• 	Fresh Marketing: An Interview with FreshDirect's CMO Steve Druckman FreshDirect has won over its customers with a user-friendly Web site, great products and a continued commitment to its customers. Recently ranked as a top choice in the Internet Retailer Top 500 Guide, this NY-based company has spent the last few years keeping its customer relationships fresh as well as
  Contributor:   Blake Landau Tags: customer loyalty | marketing | analytics 02/25/2009  12:00:00 AM EST

• 	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

• 	The Social Customer Care Plan In this presentation, Yianni Garcia of the American Teleservices Association explains how to use social media to improve your customer service offering. How can basic social media be used to deliver customer care? This virtual presentation puts together an actionable plan of how basic social media platforms
  Tags: contact center | social media | customer satisfaction

• 5 Contact Center Stories from the Dark Side: A Halloween Prequel Halloween is officially in season. We went to Target the other day to buy a beach umbrella and they told us that they took out the summer seasonal “stuff” to stack the shelves with Halloween gear and goodies… I thought summer ended on September 21st, oh well. It’s also hard to miss the slew of horror movie trailers plastered all over the television, among them are “Saw 3D&r....Read more

  Contributor:  Brian Jameson Tags: customer management | call centers | Brian Jameson 09/23/2010  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

• Contact Centre Week China Venue to be Confirmed, Shanghai, China October 22 - 23 2013   October 22 Register Now | View Agenda | Learn More

• A New Age in Marketing with Microsoft Microsoft’s Ashish Singru knows a status quo marketing strategy is no longer effective. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant engaging messages and unique customer experiences, are abandoning the traditional broadcast model and are now dominating the Web 2.0 terrain. Learning about individual consumer behavior and leveraging th....Read more

  Contributor:  Ashish Singru Tags: advertising | mobile content | Web 2.0 02/17/2009  12:00:00 AM EST

• Branding Online Communities For Customer Engagement How Relevant and Accessible Brands Drive Consumer Engagement The evolution of the online channel has opened up new ways for brands and products to make their way into consumers' lives, even when they are only peripherally engaging in relevant online activity. What drives customer engagement in brand strategy? An effective messaging campaign will make its way into the lives of their customer....Read more

  Contributor:  Ana Dan Tags: web 2.0 marketing | online communities | viral marketing 02/17/2009  12:00:00 AM EST

• 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 Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center You might call Barry Dalton a "twerson." He is an avid Twitter user, and as the VP of Innovation and Architecture for Telerx he's the social media champion for his call center. In this podcast Dalton talks candidly about Telerx (a BPO owned by Merck), as well as other social media minded call
  Contributor:   Blake Landau Tags: call center | customer service | social media 02/22/2010  12:00:00 AM EST

• 	A Customer Service Webcare Make Over: How UPC Got Its Groove Back Andre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. In this virtual case study, Vermaat spills the secrets
  Tags: UPC | Andre Vermaat | customer service

• 	Social Business With Dr. Natalie Petouhoff and Kathy Herrmann Social CRM rockstars Dr. Natalie Petouhoff and Kathy Herrmann have defined the phrase “social business” and are here to tell you about it. If you’ve been rolling your eyes at your competitors who are “going social” you probably need to take a second look. Dr. Natalie
  Contributor:   Blake Landau Tags: Forrester Research | cloud | social business 03/30/2010  12:00:00 AM EDT

• 	Using Technology to Hire Furst Person's CEO and founder Jeff Furst talks with Customer Management IQ's Gina Scanlon about his company's hiring techniques, how to determine promising candidates, web-based tools, the ongoing demands of social media and how the at-home agent model is impacing the call center
  Contributor:   Gina Scanlon Tags: Furst Person | hiring techniques | social media 02/07/2011  12:00:00 AM EST

• 	The Future of Technology and Social Media within CRM Former Customer Management IQ Senior Editor Blake Landau speaks with sponsors Jim Iyoob and Nick Jiwa from at the 11th Annual Call Center Week in Las Vegas earlier this year. Jim, Senior Manager of Operations Support at Etch, Inc. talks about the difference between new and old
  Tags: 11th Annual Call Center Week | outsourcing | mobile applications

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