Strategy

Get the latest call center tools and information that will turn your call center from a cost center into a profit center. Absorb knowledge on how to manage your customer relationships powered by today’s multi-channel environment in addition to improving your call center leadership strategy to drive value and recognition. Find out how to use knowledge and communication skills to align your department with your organizational goals while achieving senior level support for call center programs.
 


Chick Fil-A Fiasco: Building the Brand Your Customers Want to Support - Brian Cantor

From a debate standpoint, the recent Chick Fil-A controversy reflects rather negatively on the state of intellectual discourse as it relates to social issues. From a branding standpoint, however, it sheds light on the challenging reality of building a brand in the so-called “age of the customer.” Full Article »


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Ask Not What Social Media Can Do For You

Contributor:
Posted: 9/16/2011


Ask Not What Social Media Can Do For You -

We spend so much time focusing on what ROI and benefits we can extract from social media. Here's why you should instead be asking what benefit your organization brings to social networks. Full Video »


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Do Not Fear the Social Customer Experience...Unless -

Though fear is a pretty silly reason not to develop your social customer experience strategy, there is one scenario in which it is quite justified. Full Podcast »


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More Podcasts

Why "Doing the Right Thing" is the Key to Winning Customers

Contributor: William Cohen, Ph.D.
Posted: 1/4/2012


Why "Doing the Right Thing" is the Key to Winning Customers - William Cohen, Ph.D.

No amount of clever marketing spin tops the customer management benefit of doing the right thing. Full Column »


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Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience

In the White Paper "Success Factors in Using an Integrated Voice of the Customer to Enhance the Customer Experience", John Goodman, the Vice Chairman of TARP, addressed the findings of TARP's recent research on factors that will lead you to successfully create effective VOC processes. Full Whitepaper »


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