Podcasts

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• Maximizing the Multi-channel Customer Experience: Andrew Hull, director of product management at RightNow Technologies, discusses the importance of the multi-channel customer experience. He explains... listen now

  Tags:    Andrew Hull | social media | customer experience 07/22/2010  12:00:00 AM EDT

• Improving Customer Experience at the Contact Center: Dru Phelps, president of 4-D CRM, is a longtime participant in the IQPC Call Center Week portfolio and a judge of the Call Center Week awards... listen now

  Tags:    call center | contact center | Dru Phelps 07/15/2010  12:00:00 AM EDT

• Alex Skaalerud on the B2B Contact Center at DialAmerica: Alexander Skaalerud, director of Business Develop for Dial America, discusses some of the recent trends he’s seen in the B2B environment.... listen now

  Tags:    07/12/2010  12:00:00 AM EDT

• Darryl Flores Ignites a New Age in Call Center Performance Metrics: With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his... listen now

  Tags:    KPIs | key performance indicators | call center metrics 07/02/2010  12:00:00 AM EDT

• The Art of the Conversation and How to Build Trust With Customers, An Interview with Brian Vellmure: Will social CRM really be a one billion dollar market by 2011? Brian Vellmure, business strategist,... listen now

  Tags:    crm | crm evolution | social crm 06/30/2010  12:00:00 AM EDT

• John Jantsch, Author of The Referral Engine, Gets Your Business Buzzing (at Zero Cost): John Jantsch has 40,000 followers on Twitter. But that makes sense considering he is the author of The Referral... listen now

  Tags:    John Jantsch | The Referral Engine | marketing 06/28/2010  12:00:00 AM EDT

• Leveraging Social Business Strategy For A More Agile Organization: An Interview with Customer Service Futurist Esteban Kolsky: While the individuals that make up an organization might leverage... listen now

  Tags:    social crm | Esteban Kolsky | social business 06/28/2010  12:00:00 AM EDT

• Teleflora Scratches the Surface of the Social CRM Question: An Interview with Contact Center Futurist Amas Tenumah: Amas Tenumah, Vice President of Operations at Teleflora, is interested in social... listen now

  Tags:    contact center | Teleflora | call center 06/25/2010  12:00:00 AM EDT