Call Center Banner Stats

Business Intelligence
138 results
of 13
Posted:

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt.  Callers are frustrated.  Menu options are confusing, and the IVR does not route callers to the customer... Full Content »
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In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers.  If customer management success is what you crave, innovation must be the standard in measuring performance, building longstanding partnerships and delivering results 100% of the... Full Content »
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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University uses the middle seat as a metaphor for what happens to all of... Full Content »
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Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and... Full Content »
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In the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations.  In the effort to deliver higher value service to many clients and stakeholders we are seeing innovative applications of contact center methodologies
beyond the... Full Content »
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With your customers demanding more intelligent, responsive service amid tightening budgets and resource availability, now is the time to strategize for migrating call center operations to a cloud-based model.

Citing a proven case study example, this free webinar will address the benefits of transitioning from an on-premise IVR platform to a... Full Content »
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Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial outcomes.

In this webinar we will help call center... Full Content »
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Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy?

Instead of following the traditional "marketing" approach - where customer insights... Full Content »
Contributor: Margaret Magner
Posted: Sun, 06/15/2008
Margaret Magner

As a learning professional for over 15 years, I have designed, developed, facilitated, evaluated and basically "done it all." But when I was asked to lead knowledge transfer for our off-shoring efforts, I realized I still had a lot to learn.

I started out in the corporate university at a large company. We were a team of highly skilled, highly... Full Content »
Contributor: Blake Landau
Posted: Tue, 01/27/2009
Blake Landau

Martin Roll, Singapore-based branding consultant, is one of the preeminent thought leaders on Asian markets. In this podcast, Roll offers surprising and counter-intuitive insights on how to improve global positioning through localization. By focusing on building iconic brands, Roll, author of Asian Brand Strategy, helps boardrooms to enhance... Full Content »
Posted: Sun, 02/15/2009

People have more and more to read, but want to spend less and less time reading. They want information faster, crisper, more specific and more selective.

In this kind of situation, how does an online publication select and build its audience? Some do it with lengthy articles. Some do it with video clips. Some do it with Interviews with... Full Content »
138 results
of 13
Posted: Thu, 08/20/2009
Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience Summit

Is your customer experience making you money or costing you money? Are you a customer-centric leader who understands that engaged customers make a positive bottom-line impact? Hear from John Cushman, VP Business at AT&T about the business direct portfolio, and how they were affected by the economic impact. Cushman and his team looks at the us Full Video »
Contributor: Blake Landau
Posted: Tue, 01/27/2009
PodcastImage
Martin Roll, Singapore-based branding consultant, is one of the preeminent thought leaders on Asian markets. In this podcast, Roll offers surprising and counter-intuitive insights on how to improve global positioning through localization. By focusing on building iconic brands, Roll, author of Asian Brand Strategy, helps boardrooms to enhance Full Podcast »