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Strategy
859 results
of 79
Contributor: Book Review
Posted:

Whether you are a veteran CEO taking the reins of your next organization, or a new frontline supervisor, The New Leader’s 100-Day Action Plan will help you manage your leadership transition so you can take charge, build your team and deliver better results faster than anyone thought possible. This matters because 40 percent of leaders... Full Content »
Contributor: Book Review
Posted:

By Martin Roll

Published by Palgrave Macmillan on Novemeber 10, 2005

Towards 2020, a rapid changing landscape will emerge in Asia where the opportunities for Asian companies to benefit from international branding efforts will be larger than ever before. The growing emphasis on shareholder value and brand strategy to drive value will move... Full Content »
Contributor: Book Review
Posted:

By Tim Manners

Published by Portfolio Hardcover

An epidemic of irrelevance has brought once-powerful brands to their knees. The virus is an inordinate fixation on demographics-driven strategies, fashion-forward images and media-focused communications. The autopsy points to a lack of organic growth.

The cure is a re-affirmation of the... Full Content »
Contributor: Book Review
Posted:

By Herb Sorensen



Published by Wharton School Publishing

What do you really do when you shop? The answers are fascinating and, for retailers, they're cash in the bank. In Inside the Mind of the Shopper, world-renowned retail consultant Dr. Herb Sorensen, Ph.D., uncovers the truth about the retail shopper and rips away the myths and... Full Content »
Contributor: Book Review
Posted:

By Larry Light and Joan Kiddon

In Six Rules for Brand Revitalization: Learn How Companies Like McDonald's Can Re-Energize Their Brands, McDonald’s former CMO at the time of the turnaround, Larry Light and Joan Kiddon, a key McDonald’s consultant during its revitalization introduces a six-step blueprint for revitalizing any brand... Full Content »
Contributor: Book Review
Posted:
By Jeanne BlissDiscover What Effect The Organization Is Having on Customers, and Then Do Something about It!You need to understand what drives the organization, how you work together and how readily you can come together to solve the tough customer issue. You need to know if your metrics and accountability line up to mean anything significant... Full Content »
Contributor: Emily Yellin
Posted:
Emily Yellin
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about a call center industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion... Full Content »
Contributor: Book Review
Posted:
Each year, billions of dollars are spent on marketing endeavors. Unfortunately, the vast majority of the money disappears into thin air, and marketing executives are left wondering if any of it came back in the form of ROI. Why? Because until now there has been no proven system for measuring marketing ROI. But as budgets tighten, marketing... Full Content »
Contributor: Book Review
Posted:
At a time when all of us are feeling overwhelmed by big challenges that seem beyond our control, The Power of Small: Why Little Things Make All the Difference (Doubleday; April 2009; $17.95 hardcover) by Linda Kaplan Thaler and Robin Koval reminds us that we can conquer the big stuff with small steps and by paying attention to the tiny details... Full Content »
Contributor: Book Review
Posted:
In today’s tough economic climate businesses need to maintain their edge, and to find it they need to look within. "It’s a simple equation" says Roxanne Emmerich, president and CEO of Emmerich Group, Inc., a "workplace transformation" company."Companies that vanquish energy vampires and have fun develop a give-more spirit that results... Full Content »
Contributor: Book Review
Posted:
Companies today face a dilemma in marketing. The tried-and-true formulas to create sales and market share behind brands are becoming irrelevant and losing traction with consumers. In this book, John Gerzema and Edward LeBar offer credible evidence—drawn from a detailed analysis of a decade's worth of brand and financial data using Y&R's... Full Content »
859 results
of 79
Posted: Thu, 09/17/2009
The Bottom Line Impact of Customer Centricity

Discover best practices in customer centricity and find out the rationale and the process of how Horace Mann Insurance went from product focus to customer centricity. In this case study you will discover:

• How to quantify revenue associated with poor customer experiences• Why it’s important to move from customer satisfaction, t 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 »
Contributor: Jeremy Whyte
Posted: Tue, 02/17/2009
Jeremy Whyte
It is well documented that optimizing customer loyalty has a direct and positive impact on a company’s financial performance and strategy. Increasing customer loyalty through improved customer experiences can be driven by the insight gained from a comprehensive customer feedback program. As companies have better visibility into the attitudes,... Full Column »
Contributor: call center week
Posted: Mon, 02/23/2009
call center week

Follow-up customer surveys allow companies to collect customer feedback more diligently and use the resulting data to pinpoint lagging satisfaction. Surveys also supplement metrics like call times and hold times to measure agent availability and routing of calls to the right person or department. Mostly, customer surveys can help take service lev Full Sector Report »