AT&T
Cutting Costs in the Contact Center: Don't Ask What You Can Do For Tech, Ask What Tech Can Do For You
July 18 by Christine DuceyWhen deciding between going high-tech and keeping things old school, many companies choose the latter. However, investing in the right technology can actually make customers happier and business bette...
Telstra and AT&T Shed Thousands of Contact Center Jobs
June 06 by Kindra CooperUnder pressure to cut costs, two major telcos announce massive layoffs
AT&T Customer Support Woes: Are You Trying to Help Me or Get Me Off the Phone?
September 19 by Tripp BabbittMy AT&T package (phone, internet, wireless and TV) has been underperforming for the past few months. They replaced the modem, which apparently they do quite often as the UPS store in my area indica...
Won Over By T-Mobile Marketing, Hispanic Customers Now Protesting AT&T Merger
August 19 by Brian CantorWhen crafting a marketing strategy to attract a key demographic to your brand, make sure to play the "be careful what you wish for" adage close to the heart. From establishing Hispanic-focused br...
How AT&T Overlapped Sales, Service to Boost Sales
June 20 by Customer Management IQ"You’re going to see a lot of Yogi Berra quotes," said John Cushman, vice president of business marketing at AT&T, referencing the Hall of Fame Yankee catcher and blithely unaware comedic sage...
AT&T: to Infinity and Beyond
February 08 by CCW Digital EditorAT&T's Businesss Marketing Vice President John Cushman talks to Call Center IQ live at IQPC's 6th Annual Call Center Week Summit in Orlando Florida about taking social media to the next step, how AT...
Self-Service and Social Media: the Future of the Customer Experience
January 27 by Gina ScanlonIt’s always hard to give the last speech at a conference. Especially when participants are scurrying to the airport to make it home before a snowstorm. But Vice President of Business Marketi...
State of the Union: Addressing the Latest Trends in Government Contact Centers
January 24 by CCW Digital EditorDona Cage, an Executive Board Member of the CRM Association, opens IQPC's 2010 Government Contact Center Summit with a keynote presentation concentrating on the latest trends in call centers within...
Thumbplay: Preparing for the New Age Customer
January 03 by Gina ScanlonMichael Biondo, Vice President of Customer Operations for Thumbplay, gives a quick promo of what he will be speaking about at the 6th Annual Call Center Summit in Orlando, Florida from January 24-27...
When Poor Customer Experiences Go Viral
November 15 by Brian JamesonThe 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 potentia...
VOC TV: The Language of Trust with Michael Maslansky
November 10 by CCW Digital EditorAuthor of new book, 'The Language of Trust: Selling Ideas in a World of Skeptics,' and frequent CNN contributor Michael Maslansky talks with CMIQ editor Gina Scanlon about how to create a positive d...
All Customers (Not) Created Equal
October 15 by Gina ScanlonI had a customer service issue with AT&T concerning my cell phone and it was resolved. That’s the good news. Now for the bad. It was only resolved due to my professional association with Cal...