Videos

No, technology is not the devil. Yes, technology can improve customer service. But does it really create the ideal customer experience? Safelite's VP exclusively reveals how his team efficiently delivers value to customers without banking on IVR and automation. view now

Sabre has experienced great benefit from consolidating and relocating its contact center to Uruguay. You can reap similar rewards--award-winning VP Jean Shaw reveals her 6-point checklist for successfully taking a contact center global. view now

Many call center professionals believe the key to successful customer service lies in well-crafted performance metrics and well-analyzed data. In reality, driving a quality customer experience might require nothing more than a good story. view now

Author Michael Hoffman spent seven years creating a matrix that maps out every single customer interaction. Armed with this matrix, he believes companies can engage customers earlier in the purchasing process to increase that customer's purchase probability. Hoffman explains why to CMIQ. view now

Joe Jacoboni, Founder and President of Contact Centers of America, sits down with CMIQ at the 6th Annual Call Center Summit in Orlando to discuss the onshoring business and why companies such as CCA are solely based domestically. view now

David Kennedy, VP of Sales for BabytoBee, talks to CMIQ at the 6th annual Call Center Summit in Orlando. BabytoBee, an Inuvo Company, is a maternity markets web publication that provides content, and leads to its consumers. view now

Sheri Teodoru, President and CEO of CFI Group, joins CMIQ at the 6th Annual Call Center Week Summit in Orlando to discuss how companies like hers survived the recession, and what survey results do for the contact center business. view now

Phillip Bennett, Executive VP of Signature Services for o ptionsXpress , sits down with CMIQ at the 6th Annual Call Center Summit to discuss his upcoming workshop at June's Call Center Week in Vegas. view now

Steve Riddell, Vice President of Operations for Blinds.com, participates in a live interview from 2011's Call Center Summit in Orlando. Riddell reviews what he discussed in his keynote session, which focused on technology clashing with the call center agent, managing a multi-channel operating system, implementing social media and the controversy surrounding quality monitoring. view now

AT&T's Businesss Marketing Vice President John Cushman talks to Customer Management IQ live at IQPC's 6th Annual Call Center Week Summit in Orlando Florida about taking social media to the next step, how AT&T manages its competition with alternatives like Skype and companies like Comcast now in the picture. view now

MaryAnn Monroe, Director of the Cancer Information Service for the National Cancer Institue, along with Dawn Sittauer, the NCI's Contact Center Manager, gives a keynote presentation at IQPC's Government Contact Center Summit in Washington D. view now