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

“How often have you been on a call, only to be put on hold, repeat your information as you’re transferred around, or worse, get the wrong answer?” In asking that simple question, Stacy Leidwinger, Vivisimo ’s senior director of product management, hits on the

Are you involved in shaping your organization's mobile commerce strategies?  Bring your B2C success to B2B at the 3rd Mobile Commerce Conference - details here ! Let’s face it--within customer management communities, the hype for mobile and social media is inescapable, and

Is there a professional term used more broadly and ambiguously than “customer experience?”  The near-entirety of the customer management field treats the term as gospel, but if this same audience were asked to explain what “customer experience” means, they

Rarely, within the sea of discussion related to call center agent engagement, does the reality of the issue emerge:  it should not be approached like a typical human resources concern. While many “experts” and customer management leaders who talk about agent engagement

Call center leaders cannot escape complaints about the staffing crunch.  They hear that the current generation doesn’t want to work in their call centers .  They see high rates of turnover and see that agents are not developing a long-term engagement with the company and

“Public” and “private” may be polar opposites to those in the business community, but from a call center perspective, the difference is not always so severe. Government contact centers, like corporate call centers, are most notably committed to a simple

Whether a small government institution or a Fortune 500 company, all customer-facing organizations are at risk in the event of a disaster. For NASA, that situation is even more dire because the “disasters” can happen on and off the Earth’s surface.  The

One would be hard-pressed to find a call center leader who vehemently opposes efforts to better engage their employees. But for many such managers, the actual business case for employee engagement—the argumentation customer management leaders would need to present before the

The rise of multi-channel communication, especially in those channels predicated on peer-to-peer discussion, has raised the stakes for customer loyalty efforts. Newly-created opportunities are significant, ranging from more avenues for gaining valuable customer insight to easier means of

Learn how American Express’ Derek Martin and other high-level customer thought leaders parlay customer insight into business success— get details on the 2011 Customer Insight Week ! Whereas “metrics” and “benchmarks” have historically helped pique

Ingrained in the lives of teens—and increasingly children who are even younger—social media has changed the way “people are relating to their friends and supporting their friends and sometimes having conflicts with their friends,” confirms Montana Miller,

Earthlink’s Michael Haisten will be presenting on customer self-service at this year’s Customer Insight Week!  Time is running out—make sure to register now for the September 26-28 event ! Like customer self-service skeptics, including CMIQ contributor Tripp

Do not worry—you will not offend Lise Brende, Microsoft Bing’s director of marketing analytics, by suggesting her company’s search portal is not as hip, exciting or fan-friendly as a professional athlete or performing artist. A search engine like Bing faces an uphill

Former Virgin Mobile Canada director Valerie Jones, a workshop presenter and panelist at the 6 th Call Centre Canada conference, joins CMIQ’s Brian Cantor to reveal her strategy for monetizing social media and overcoming some well-known "costs" and "risks."

“As far as the positive people [on social media], we love them.  We’ll talk to them all day.  We’ve taken the opportunity to engage because they’re actually working to continue the relationship with Walgreens by saying those [positive] things.” For