Customer Management IQ - Call Center, Customer Service & Customer Relationship Management

Randy Saunders, Program Director for Cincom Systems, knows the value in dollars of differentiating the contact center through improved contact center technology. Saunders is proud of how Cincom, a provider of software that improves customer communications and business

Social media should cut operating costs in your contact center. If it’s not something is wrong. It’s likely that you are one of the many executive fed misinformation by one of the self-proclaimed “social media experts.” If you don’t want to touch social

There are big dangers of social media misinformation says Doug Richards, Social Business Evangelist. We've been complacent for too long ignoring the seachange occuring around us. Richards of Centriq Training wants to steer the ship. He happens to have a map that

In this podcast Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company, a full-service non-profit agency, talks with Customer Management IQ’s Blake Landau on how to improve call quality and customer satisfaction.  In recent years, the drive

Rob Cate is proud to serve the customers visiting Sin City. Cate has put his blood, sweat and tears into creating his version of a successful call center culture. And it’s working. Cate has increased Vegas.com’s revenue by 347 percent with 0 percent call center turnover. We

Marc Benioff, CEO of Salesforce.com, predicts the call center industry will be Salesforce.com’s next billion dollar deal, and it might very well be with the creation of Cloud 2 and something called “Chatter.” In this podcast recorded at the NYC “Chatter”

Does your company seamlessly share customer data across the business with well integrated software applications? If the answer is “no” then you are like most of us working in the call center industry. Francis Carden, Founder of OpenSpan, a leading provider of desktop

The on-shoring vs. off-shoring conversation is an old one for most of us—but what you don’t know about recent trends in off-shoring and outsourcing will hurt you. In a series of Customer Management IQ power player panels we evaluate the pros and cons of keeping the call

Most times we think we are better drivers than we actually are. We also tend to believe the customer experience provided by our IVR technology is much better than it actually is. Your customers want to talk. But have we stopped answering the phone? Are the cost savings of IVR

Social CRM rockstars Dr. Natalie Petouhoff and Kathy Herrmann have defined the phrase “social business” and are here to tell you about it. If you’ve been rolling your eyes at your competitors who are “going social” you probably need to take a second

Josh Tillman, co-founder of Refractive Dialer, has what he calls the first multi-line dialing solution with no dead air. You ask, “So what?” In most cases call center technology seems to be more of a hindrance than a help. Often we hear about the problems caused by

Ranjay Gulati, Ph.D., Professor at Harvard Business School and expert on leadership and  strategy, recently stopped by the Customer Management IQ offices to talk about his new book Reorganize for Resilience: Putting Customers at the Center of Your Organization (January, 2010,

Rolling your eyes at another social media panel? Don’t—because today we cut through the fluff and provide critical insight into how you can leverage social business to cut costs. Social media metrics are the economic feedstock of forecasts. Determining the value of your

The call center has a horrendous reputation—that’s old news! The second in a series of power player podcast panels , three call center futurists address how you can turn your call center from a “complaint center” to a “thinking organization.” Have you

In this exclusive panel featuring some of the major power players at Customer Management IQ we address tools to achieve C-level buy in for the call center. These four women, accomplished and famous in their own right, address how you can gain C-level support for your call center if