Podcasts

Looking for the latest customer management podcasts? Listen to customer management and related podcasts on Customer Management IQ. Get started today. View All

• Scotia Bank on Social Customer Care: It's No Longer Hypothetical...But Neither is the ROI: “If customers walked into a physical, retail environment, we simply would not ignore them indefinitely. Why would we do that in a virtual space?” listen now

  Tags:    social customer care | social media | social crm 04/01/2013  12:00:00 AM EDT

• Stop Wasting Your Call Center Agents' Time: Far too many call center leaders--even those who prioritize "traditional" metrics like average handle time--are managing performance in a way that encourages significant time-wasting and crippling inefficiency. listen now

  Tags:    call center | contact center | performance management 03/27/2013  12:00:00 AM EDT

• Quickfive Interview: 5 Executives Reveal The Keys to Customer Experience Management: Customer Management IQ's UK editor Helen Winsor recently conducted a "quickfire" interview podcast with five customer experience leaders. Listen to the podcast or read the transcript now! listen now

  Tags:    customer experience | utilities 02/28/2013  12:00:00 AM EST

• How to Build a Winning Experience When Customers Don't Trust You: "Considering where we are as an industry today, there is a mistrust, there is skepticism, and we’ve got to overcome that [in order] to build a winning customer experience." listen now

  Tags:    utilities | customer experience 02/21/2013  12:00:00 AM EST

• Don’t Just Monitor Your Contact Center Agents – Monitor Your Customers: Successful business leaders know not simply what they need to do but why they are doing it. And when it comes to monitoring the performance of contact center agents, a cornerstone of customer management, leadership must understand precisely why it is so important. listen now

  Tags:    call center | agent engagement | customer engagement 01/29/2013  12:00:00 AM EST

• What to Watch: Content Marketing Strategy in 2013: Marketing standout Rebecca Lieb answers some important questions regarding content strategies, going beyond how your organization should create content and into how it should be published and on what channels. listen now

  Tags:    content marketing | content strategy | online interaction 01/06/2013  12:00:00 AM EST

• Q&A: Cigna's VP on What Truly Drives a Winning Call Center Strategy: What central philosophy guides Cigna's immensely successful call center strategy? Eric Galvin, the organization's VP, explains in this exclusive interview. listen now

  Tags:    call center week | customer centricity 12/14/2012  12:00:00 AM EST

• Q&A: Omni-Channel - Putting the Customer at the Center of the Retail Experience: A high-profile customer management executive reveals how to put the customer at the center of your omni-channel strategy. Full transcript included with the podcast! listen now

  Tags:    omni-channel | customer-centricity | customer experience 12/10/2012  12:00:00 AM EST