Videos

In this video from Call Center Summit 2010, John Cushman, vice president of AT&T, discusses how to figure out customer needs without having to work 24 hours a day. Additionally Cushman gives important details on how to turn your call center into a profit center.... view now

Marketing and customer care don’t talk to each other! This is the rallying cry of so many of you in both marketing and the call center. But one company—Overstock.com—has done the impossible. With the help of Stormy Simon, Ovestock.com’s change management champion, the company has become a true pioneer of marketing... view now

Your budget for innovation has been cut! Your customer’s are still demanding more! This economy requires us to quickly re-invent our paradigms on innovation. We need explosive acceleration in moving ideas to action. Agility, speed, creativity and results…right now. Your next service breakthrough is much closer than you think! In this highly... view now

Wouldn't you be interested to see the most "advanced call center in the world?" Well that's precisely what Graham Kingma proclaims about his brand. In his case study presentation Kingma, Head of Call Center Operations for WIND Mobile, shows us how he and his team managed to leverage social media... view now

In pursuit of turning customer data into profit Choice Hotels International, Inc hired Mark Weiner as Vice President Customer Care. Mark Weiner presented the Choice Hotel’s case study at the IQPC Call Center Summit in January of this year. The company went from paper to electronic processing of customer data with the help of Clarabridge, a vendor of... view now

Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his own right. Eliason has become the most recognizable social media customer service expert next to Tony Hsieh of Zappos. Eliason keynoted the 5th Annual IQPC Call Center Summit and spent some time with Customer Management IQ before his session. Social media... view now

It might sound strange that an increased average handle time helped Sabre Holdings cut customer service costs. If you don’t believe us watch this video case study delivered by Jean Shaw, Vice President of GCSC for Sabre, a technology travel company. Shaw oversees Sabre’s Uruguay based global call center operation in... view now

John Cushman has his finger to the pulse of the next generation technology. He also is a believer in making global customer data actionable.  AT&T believes in innovation especially when it comes to serving its customers. In this exclusive... view now

Perhaps you have seen the orange ING Direct cafes in your city. Customer-centric ideas like the ING Direct cafes set the brand apart from its competitors. The contact center has the same obsessive attention to both branding and customer service. Innovator David Bradshaw, Vice President & Head of Sales and... view now

Sandra Levesque has a compelling story to tell--and it involves the seamless integration of technology and people. Afer her speech at the 5th Annual Call Center Summit, Levesque sat down with us to share her secrets on call center technology. Through her work in implementing a powerful customer relationship... view now