Videos

Which of these comments on the best way to measure the success of your customer service operation doesn't belong? view now

Southwest Airlines, known for its warm customer service, has taken this warmth to the social media realm. CMIQ spoke with Southwest's Josh Neal about the structure and successes of the airline's social media program and why legal counsel is necessary. view now

Xerox instituted a new knowledge management system in its contact center recently to help empower agents through easy access customer information. Through this, the company has reduced agent training costs, improved employee job satisfaction, while concurrently improving customer satisfaction. Find out the planning that went into it. view now

Thirty percent of people who have accessed Cars.com’s mobile site have never seen the regular Cars.com website - an astounding number. Launched in 2010, Cars.com’s mobile site has become an increasingly useful product for the company, which supports the site with a dedicated mobile team. view now

CMIQ recently spoke with Jackson Hewitt about their newly developed social media engagement program, designed to smooth out many of the bumps during tax season. Check out how the program is structured and the lessons learned from its implementation. view now

Jennifer Bodzinski, who runs the VoC and quality reporting program at EMC, joined CMIQ to explain how the company adjusted its now-patented methods of evaluating Total Customer Experience (TCE) and how EMC is cutting VoC reporting analysis from days to minutes. view now

Michael Biondo, VP of Customer Operations for Thumbplay, joins CMIQ at the 6th Annual Call Center Summit in Orlando to talk about cloud based music, and how to drive the idea of social  media to the C-Suite and convince them to invest. view now

Michael Pace, Director of Customer Support at Constant Contact discusses how to make social media work for your business, how to get involved in your industry's online community and how to organize your multi-channels. view now

Sheri Teodoru, President and CEO of CFI Group, joins CMIQ at the 6th Annual Call Center Week Summit in Orlando to discuss how companies like hers survived the recession, and what survey results do for the contact center business. view now

For this episode of Voice of the Customer Television, CMIQ interviews Phil Simon, author of The New Small: How a New Breed of Business is Harnessing the Power of Emerging Technologies . view now

Phillip Bennett, Executive VP of Signature Services for o ptionsXpress , sits down with CMIQ at the 6th Annual Call Center Summit to discuss his upcoming workshop at June's Call Center Week in Vegas. view now