Call Center Banner Stats

Performance Measurement
150 results
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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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The insight into consumer behavior and consumer targeting has taken a refined approach in recent history. Market leaders will provide you with consumer segmentation best practices, new ways of customer engagement and teach you ideas to leverage benchmarking to improve your market position.

Join us for this panel discussion on the Voice of the... Full Content »
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What does it mean to be really competitive? Being fastest or biggest isn't enough for the long haul. The organizations that prevail over time will have more than just a good product or a large footprint in their market. They will have the kind of organizational excellence that comes from a keen understanding of their marketplace and their... Full Content »
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Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them?

Join CMIQ for a lively and candid roundtable with... 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 »
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In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas:


Getting the right information to the right person at the right time

Impacts of call center off-shoring

Changing nature of service channel preferences

The impact of... Full Content »
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The information you need to better understand your customers is out there.  It's the conversation your customers are having right now on social networking and review sites, in the thousands of emails to your customer service reps and in customer feedback surveys. But sorting through the mass of it to extract the insight needed to take... 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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Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them?

Join CMIQ for a lively and candid roundtable with... Full Content »
Posted:

Running an effective, profitable customer-support operation is like spinning a stack of plates. One plate is speed of delivery, another one is quality of support and yet another is cost of operations. Each plate is critical to the success of the organization. And a strong metrics program is what keeps all the plates in perfect balance. ... Full Content »
Posted:

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling them?

Join CMIQ for a lively and candid roundtable with... Full Content »
150 results
of 14
Posted: Tue, 04/27/2010
Choice Hotels Case Study With Mark Weiner

In pursuit of turning customer data into profit Choice Hotels International, Inc hired Mark Weiner as Vice President Customer Care. Mark Weiner presented the Choice Hotel’s case study at the IQPC Call Center Summit in January of this year. The company went from paper to electronic processing of customer data with the help of Clarabridge, a Full Video »
Contributor: Blake Landau
Posted: Tue, 04/07/2009
PodcastImage
Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy, but rather the experience economy; however, he sees that companies are currently struggling because most are not delivering on this experience. In this podcast, you’ll hear Hall’s most crucial call center Full Podcast »
Contributor: call center week
Posted: Tue, 07/13/2010
call center week

Call center leaders are canny and battle-tested enough to know that each and every customer touch is a test of the service organization as a whole. But not everyone realizes that each and every customer touch is a test of the entire brand and its promise to that customer. All the advertising, promoting, manufacturing, marketing and selling are ch Full Sector Report »