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

John Jantsch has 40,000 followers on Twitter. But that makes sense considering he is the author of The Referral Engine, Teaching Your Business to Market Itself . While the book teaches readers how to become better marketers,  The Referral Engine Janstch draws the correlation between

While the individuals that make up an organization might leverage Facebook, Twitter or LinkedIn for personal use, most have not come up with any formal strategy on how to put internal and external collaborative technologies to work for business gains. In this podcast Esteban Kolsky,

Amas Tenumah, Vice President of Operations at Teleflora, is interested in social business strategy--how the company will begin to understand how to leverage collaborative technologies internally and externally. Some call this enterprise 2.0 or social CRM. Tenumah is asking the big

Brian Mullaney is proud to work for The Scooter Store. We can’t blame him considering the reputation of the culture. Mullaney is the Senior Vice President of the Customer Contact Center and keynoted the recent IQPC 11th Annual Call Center Week is Las Vegas. In his keynote case

Dru Phelps, President of 4-D CRM, is a longtime participant in the IQPC Call Center Week portfolio and a judge of the Call Center Week awards competition. She has been in the call center vertical for some time now and has pretty much seen it all. She joined us this year at the 11th

Tony Hsieh is one of the most exciting CEOs of our generation. Hsieh’s new book Delivering Happiness A Path to Profits, Passion and Purpose offers an engaging account of Hsieh’s entrepreneurial journey. Hsieh's compelling stories range from his first worm business to

Companies are now operating in the age of the social customer. There’s a new growing market for providers of social customer relationship management solutions like nGenera, a solution provider for the collaborative enterprise. We recently interviewed nGenera’s marketing

Michael Thomas, Principal of Effective Engagements, provides Customer Management IQ with just the facts about Social CRM and how you can put it to work for your organization.  In this podcast we address the key aspects of an effective social CRM Strategy and how to get started.

Paul Greenberg has been called the Mr. Myagi of the CRM community by his followers, but is better known as the Godfather of CRM. Greenberg is the critically acclaimed author of CRM at the Speed of Light and has just published the fourth edition of the book. And by “book,” we

We found Brent Leary at the Social CRM Summit this May in Atlanta and he spent some time with us to talk about his new ipad, if Apple is truly a customer focused company and the state of social crm. Leary is co-founder of CRM Essentials and has trained thousands of business people on the

As we look towards an improving economy, top talent will have an increasing number of opportunities. Organizations that focus on retaining their best talent must use all the tools available to do so, including compensation. Google applies 3 principals to their compensation program

Shannon O'Connor is passionate about the customer service industry. As Regional Vice President for Verint, O’Connor has seen contact centers of all shapes and sizes but knows the common business challenge—excellent customer service across customer channels. In this

In this podcast Daniel Ziv, VP Customer Interaction Analytics at Verint Systems Inc., provides just the facts on the intersections between social business strategy and the contact center. Verint is a technology provider of actionable intelligence solutions and

What is the secret to motivating a contact center workforce? How do contact centers like Zappos maintain the level of culture and positivity that it does? Keeping contact center culture fresh is key to organization performance. Human Resources IQ, sister website to

If you manage a contact center you are in the people business. Managing frontline employees or contact center teams can be a difficult task, but effective development tools can improve employee performance and the performance of the entire organizaiton. The performance review is a way to