| 152 video results |
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08/24/2012 12:00:00 AM EDT
You can have all the right technology and measure performance against all the right metrics, but if your customer support teams and partners are not completely committed to a culture of customer centricity, you can wave satisfaction goodbye. view now
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08/02/2012 12:00:00 AM EDT
Customer management experts routinely buzz about the impact analytics and data management can have on the call center and customer experience management. Unfortunately, few provide any substantive proof for their assertions. Until now--check out this case study! view now
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09/16/2011 12:00:00 AM EDT
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. view now
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09/09/2011 12:00:00 AM EDT
Which of these comments on the best way to measure the success of your customer service operation doesn't belong? view now
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09/07/2011 12:00:00 AM EDT
Learn how to position your diverse call center workforce to understand your customers in fifteen seconds or less! view now
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08/24/2011 12:00:00 AM EDT
Can a tie-dyed shirt tell you everything you need to know about properly managing your call center or customer service team? view now
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08/22/2011 12:00:00 AM EDT
While hitting generic call center benchmarks and meeting so-called customer service "best practices" might seem like notable achievements, the reality is that your customers may be demanding significantly more. How can you deliver the experience they truly want? view now
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08/16/2011 12:00:00 AM EDT
No, technology is not the devil. Yes, technology can improve customer service. But does it really create the ideal customer experience? Safelite's VP exclusively reveals how his team efficiently delivers value to customers without banking on IVR and automation. view now
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08/08/2011 12:00:00 AM EDT
Sabre has experienced great benefit from consolidating and relocating its contact center to Uruguay. You can reap similar rewards--award-winning VP Jean Shaw reveals her 6-point checklist for successfully taking a contact center global. view now
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08/03/2011 12:00:00 AM EDT
Call center managers typically know how to take orders from their superiors and give them to their agents. optionsXpress' EVP explains why those trying to deliver a profitable customer experience need to start managing their superiors and taking cues from their subordinates. view now
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08/01/2011 12:00:00 AM EDT
In this exclusive video, Blinds.com's COO explains a significant mistake many call center managers make when readying their teams for success. He also questions the role a technology can play in turning the call center into a 'profit center.' view now
| 152 video results |
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Lower the Costs of Your Call Center Operations Without Sacrificing Service
May 7, 2009
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Call Your Callers Before They Call You: Improving CSAT and Reducing Costs with Proactive Notifications
December 21, 2009
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Delivering Five-Star Multi-Channel Service: A Guide to Best-in-Class Strategies, Technologies and Results
March 23, 2010
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How 2 Give GR8 #CustomerService & Have Your Followers ‘Like’ You in All Social Channels
July 22, 2010
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Quality Principles Applied to Call Center Audits:
Call centers need to balance the cost of auditing with the risk mitigation resulting from...
5.0 stars
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Sorry I Have No Budget:
Today you hear all too often that your clients have no budget. In this presentation Steve Chriest delivers a case...
5.0 stars
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The Nordstrom Way to Customer Service Excellence:
Nordstrom is arguably the benchmark in customer service excellence. During today's...
5.0 stars
- Frank Eliason Comcast Case Study At Call Center Summit: Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in...
- EMC Patents VoC Reporting, Aims to Cut Analysis to Minutes: Jennifer Bodzinski, Director of Customer Quality for EMC, joined CMIQ after her...
- Video: Zynga & TELUS Reveal the 7 Keys to a Customer-Centric Call Center: ...
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