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

In this podcast Michele Rowan discusses the customer-focused virtual training program headed up by the Hilton and discusses how homesourcing greatly reduced Hilton’s overhead costs within the call center. Hilton is raising the bar for other call centers by providing outstanding

Zappos—have you heard of them? If not, you must be living under a rock! Zappos is written about everywhere in the business press for their absolutely stellar customer service. Known for their completely unorthodox customer service culture, Zappos views any expense that enhances the

The economic crisis has put pressure on marketing budgets and managers who need to provide quantifiable results for every dollar spent. Before the economic crisis determining ROI might have been a luxury, but now it is no longer an option. According to Les Moeller, partner at Booz and

Customer Management IQ’s Blake Landau speaks with marketing experts Brian Till and Donna Heckler for a discussion on how brands can remain consistent in the current volatile market. According to Till and Heckler, creating authentic brands demands intelligent, strategic and

With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said “show me.” As a result, his experience in developing unique approaches and distinctive metrics to prove the value of

In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior

Most marketers’ messages fall on deaf ears. Nothing shocks us anymore. It’s all been done, and marketers rarely step outside of their comfort zone to shake things up. Andy Nulman wants to change this and teach marketers how to profit by taking chances. Nulman’s new

As Chief Research Officer of the Advertising Research Foundation, Joel Rubinson knows what will keep customers coming back. Rubinson regularly meets with marketing leaders to assemble a cohesive set of industry trends and priorities. With his pulse on the industry, he aids in the mission

Offshore jobs and tightened operations budgets for call centers have created a perfect storm in the U.S. call center industry. Offshoring vs. onshoring is an ongoing debate in this country. Tim Searcy, CEO of the American Teleservices Association, aims to work with policy markers to

How can we make experiences positive for customers? How can we create a cohesive strategy to manage customers at different touch points and across different channels? David Cliche, VP Global Interactive Media for Aon Corporation, knows that you have to meet expectations at any

Emily Yellin knows customer service, specifically what it reveals about our world and our lives. In her book Your Call is (Not That) Important To Us, Yellin reminds us that when you bring up the subject of customer service phone calls, the blood pressure of everyone within an earshot

We are no longer in the customer service economy—we are in the customer experience economy. However, because businesses are distracted by the economic downturn, most have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior

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 the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ’s Blake Landau about the challenge facing

Most customer relationship management systems do not work. James Taylor can help your company design a customer relationship management system that does. Taylor, author of Smart (Enough) Systems and CEO of Decision Management Solutions, talks with Blake Landau in this podcast interview