Call Center Banner Stats

Mobile and Online Interaction
79 results
of 8
Posted:

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain... Full Content »
Posted:

General registration for CMIQ's complimentary Digital Customer Care Summit goes live shortly.  We're giving you, our valued CMIQ member, the chance to secure your spot now!  Register below and you will get complete live and on-demand access to the free event!

Today’s customer management landscape is simple.  Either... Full Content »
Posted:

Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search.

Where vendors once held a monopoly on the creation of the best, most up-to-date and relevant content,... Full Content »
Contributor: Blake Landau
Posted: Mon, 02/16/2009
Blake Landau

Amazon was one of the first companies to create a tailored and authentic online shopping customer experience. Creating goodwill with the customer is a subtle art. Customer Management IQ's Blake Landau talks with Bill Price, Former and first Global VP of Customer Service, about what made Amazon customers fall in love with the site. Price will... Full Content »
Contributor: Blake Landau
Posted: Mon, 11/30/2009
Blake Landau

Stuart Discount is the government affairs chair for the American Teleservices Association and handles the government affairs role. He sat down at the ATA National Convention in New Orleans with Customer Management IQ's Blake Landau to talk about this year's theme "answering the call." In this podcast interview Discount also dives into the... Full Content »
Contributor: Blake Landau
Posted: Tue, 08/03/2010
Blake Landau

What is your customer satisfaction level? In this podcast, Milan Katz, Director of the Contact Center at Unity Healthcare, describes how his contact center achieved a 98 percent customer satisfaction rate. An important aspect of ramping up a contact center's customer satisfaction rate is to actually be able to reach out to customers,... Full Content »
Posted: Fri, 08/06/2010
The Advantages of the Virtual Call Center

In this Key Note address from Call Center Week 2009, Dan Burkland, senior VP of sales at Transera Communications, and Daniel Cruceana, manager for reporting and analytics at Office Depot, discuss the new "virtual" call center. It’s especially important in today’s economy to go virtual because it provides you will the ability to have... Full Content »
Contributor: Justin Schuster
Posted: Tue, 08/10/2010
Justin Schuster

Businesses across the globe understand that it’s important to capture feedback from their customers, but most fail to act on the crucial information they are gathering with their Voice of Customer initiatives. Customer feedback has value only if a company invests the information back into the business.



Today, only a small fraction of... Full Content »
Posted: Thu, 10/14/2010
The Future of Technology and Social Media within CRM

Former Call Center IQ Senior Editor Blake Landau speaks with sponsors Jim Iyoob and Nick Jiwa from at the 11th Annual Call Center Week in Las Vegas earlier this year. Jim, Senior Manager of Operations Support at Etch, Inc. talks about the difference between new and old generations concerning web chat and call centers, and the future of mobile... Full Content »
Contributor: Brian Jameson
Posted: Sun, 11/14/2010
Brian Jameson

The intention of the this post is not to bash any of the companies involved, but to highlight how easy it is for one poor customer experience to go viral and influence fellow customers' (or potential customers) perception of a company. Here are three scenarios that should serve as case studies of just how easy a bad experience or a poor customer... Full Content »
Contributor: Customer Management IQ
Posted: Tue, 12/14/2010
Customer Management IQ

Advancements within the industry have created a wealth of opportunities for prepaid mobile phone providers.

Activities such as shopping and gambling and, on the commercial side, advertising, have now become the norm as consumers and businesses alike embrace smartphone technology.



Professor Manuel Castells, a member of the United Nations... Full Content »
79 results
of 8
Posted: Fri, 08/06/2010
The Advantages of the Virtual Call Center

In this Key Note address from Call Center Week 2009, Dan Burkland, senior VP of sales at Transera Communications, and Daniel Cruceana, manager for reporting and analytics at Office Depot, discuss the new "virtual" call center. It’s especially important in today’s economy to go virtual because it provides you will the ability to have b Full Video »
Contributor: Blake Landau
Posted: Mon, 02/16/2009
PodcastImage
Amazon was one of the first companies to create a tailored and authentic online shopping customer experience. Creating goodwill with the customer is a subtle art. Customer Management IQ's Blake Landau talks with Bill Price, Former and first Global VP of Customer Service, about what made Amazon customers fall in love with the site. Price will Full Podcast »
Contributor: call center week
Posted: Mon, 09/03/2012
call center week
Companies that choose to reconnect with the consumer by listening to and responding to their powerful voice will be poised for success in this new age. Is your business well positioned to influence and nurture relationships with the empowered consumer? Full Sector Report »