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Multi-Channel Strategy
179 results
of 17
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Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study.   A broad range of marketing categories will be covered, including Nutrition, Green Issues, Tablets,... Full Content »
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Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization.  To remain competitive, companies must re-evaluate their overall customer engagement strategy.  In this session Alcatel-Lucent Enterprise CMO... Full Content »
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Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and... Full Content »
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Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. Are you ready?
 ... Full Content »
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Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.

The... Full Content »
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Companies count on their channel partnerships to maximize profits, add market share, expand into new markets, reduce sales costs and help customers achieve their full business potential.  However, driving business through channels effectively can be a challenge for any size organization.  Recruiting the best set of partners capable of... Full Content »
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Most companies today are facing a highly competitive environment to satisfy clients and increase market share, while managing resources. Even within Process Excellence teams, the focus needs to be on resources pertaining to the initiatives and areas of the business that will impact customer satisfaction and drive increased business process... Full Content »
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Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their... Full Content »
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Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting

The concept of Proactive Customer Care (PCC) is nothing new for today’s customer-... Full Content »
Contributor: Ana Dan
Posted: Mon, 02/16/2009
Ana Dan

How Relevant and Accessible Brands Drive Consumer Engagement

The evolution of the online channel has opened up new ways for brands and products to make their way into consumers' lives, even when they are only peripherally engaging in relevant online activity.

What drives customer engagement in brand strategy? An effective messaging... Full Content »
Contributor: Blake Landau
Posted: Tue, 03/10/2009
Blake Landau

Toby Bloomberg is known as the Diva of Marketing. Founder of blog Diva Marketing, Bloomberg brings a fun, fresh and savvy perspective to marketing. She brings refreshing candor to online marketing. Bloomberg joins Customer Management IQ's Blake Landau to chat about how to create "old-fashioned, corner-grocer-store relationships and real-time... Full Content »
179 results
of 17
Posted: Wed, 04/07/2010
Producer of Call Center Week Lisa Schulman Interviews ING Direct's VP Head of Sales and eService David Bradshaw

When David Bradshaw, Vice President and Head of Sales and Service, was asked to turn around the ING call center he looked at five key areas. Bradshaw eventually increased call center engagement over 80 percent by looking at the following: the rocky economic environment, the amalgamation of two call centers and business lines, organizational chang Full Video »
Contributor: Blake Landau
Posted: Tue, 03/10/2009
PodcastImage
Toby Bloomberg is known as the Diva of Marketing. Founder of blog Diva Marketing, Bloomberg brings a fun, fresh and savvy perspective to marketing. She brings refreshing candor to online marketing. Bloomberg joins Customer Management IQ's Blake Landau to chat about how to create "old-fashioned, corner-grocer-store relationships and real-time Full Podcast »
Contributor: call center week
Posted: Tue, 08/02/2011
call center week
Download this complimentary white paper from Parature to see why "ownership" is the wrong construct for the social enterprise, and why cross-departmental collaboration is the only model that can enable social media best practices across business units. Full Sector Report »