Podcasts

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

• How Avon's Call Center Turns Customer Feedback Into Valuable Business Insights: In this exclusive podcast, Avon’s customer care director Tracy Wright shares real-life examples of how she achieved success by improving the alignment between the customer service function and other business units. listen now

  Tags:    call center 12/15/2011  12:00:00 AM EST

• Why Hershey Entertainment Still Cares About First-Call Resolution: Recently, there has been a movement away from metrics and the notion of a customer management “best practice.” But that does not mean all measurements are irrelevant--here's why Hershey Entertainment & Resorts won't ignore first-call resolution. listen now

  Tags:    fcr | best practices | call center 12/12/2011  12:00:00 AM EST

• Are You Crippling Your Customer Experience?: How often have you been on a call, only to be put on hold, repeat your information as you’re transferred around, or worse, get the wrong answer? Luckily for customer management leaders, the struggle to efficiently and successfully satisfy customers need not continue. listen now

  Tags:    customer experience | workforce management | ivr 12/07/2011  12:00:00 AM EST

• Beyond the Hype: Can Mobile & Social CRM Really Transform the Customer Experience?: Some view mobile and social CRM as the "be-all, end-all" of customer management. Others question whether they have any impact whatsoever. It's time to move past the blind hype and blind hatred. listen now

  Tags:    social | mobile | social media 11/08/2011  12:00:00 AM EST

• From Apple to Cemex: What Does Customer Experience Success Really Mean?: Everyone within customer management knows they need to care about the "customer experience." But what does that term really mean? What does a successful "customer experience" really entail? listen now

  Tags:    sap | customer experience | apple 10/25/2011  12:00:00 AM EDT

• Stop Approaching Call Center Agent Engagement Like a HR Manager!: Rarely, within the sea of discussion related to call center agent engagement, does the reality of the issue emerge: it should not be approached like a typical HR concern. listen now

  Tags:    agent engagement | customer experience | call center manager 10/21/2011  12:00:00 AM EDT

• Are You a Good Call Center Leader? It's Time for a Credit Check: There are a lot of trends in the call center to make customer management leaders nervous. But that doesn't mean they're powerless to spur improvement. Find out if you're doing what you should to create an excellent, empowered call center. listen now

  Tags:    people management | call center | credit rating 09/30/2011  12:00:00 AM EDT

• Can Your Call Center Resolve Challenging Calls With Simple Solutions?: No one said it would be easy--learn how Hampton 311 manages to resolve the difficult, convoluted issues that plague government contact centers, all while meeting KPIs and dealing with staffing issues. listen now

  Tags:    government | contact center | call center 09/27/2011  12:00:00 AM EDT