Customer Management IQ - Call Center, Customer Service & Customer Relationship Management
Summary: Customer Creation with Blake Landau is a podcast series that focuses on customer management, as well as call center related topics. We explore best practices in customer contact on every channel, including call centers, customer relationship management and related marketing topics. We also bring you the pre-eminent thought leaders on maximizing customer relationships to increase customer acquisition, customer retention, loyalty and engagement.
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Podcasts:
Justin Schuster, vice president of enterprise products for MarketTools Inc ., discusses his organization’s market research work and the effects of employee satisfaction on customer loyalty. Market Tools offers companies advice on implementing an employee satisfaction measurement
Rock Arkie, senior vice president of services and support for Vivisimo , discusses solutions for the ongoing issue of CXO, or customer experience optimization. As Arkie explains it, companies across the country suffer $1.4 trillion annually in lost productivity by not optimizing
As one of the leaders of the exciting and innovative cloud computing company, Alex Dayon, EVP of Salesforce's CRM program, discusses how Salesforce attempts to stay ahead of the curve, and what metrics and strategies Salesforce includes in its current business model, as well as
Customer Management IQ welcomes back Barbara Burke, customer experience guru, workshop leader and keynote speaker, on the subject of what you can do to reduce toxic talk in your contact center. She cites that 89% of service professionals she surveyed believe the subject needs addressing.
911 receives millions of calls a year, including many that aren't actual emergencies. Which is why 211 was created. 211 information reaches 82% of the US, concentrating on health and human services dispatching. For this segment, on 211's 6th anniversary, Laura
For this segement, Cameron Schilling, Director of Direct Sales, Customer Experience, Planning and Implementation for Rogers Communications talks about his upcoming keynote speech at this year's Call Center Week Canada in Toronto from April 27-29th. Cameron will be concentrating on
For this episide, Darryl Flores, Workforce Manager and Consultant for SWBC, reflects on his workshop at this year’s Call Center Summit in Orlando entitled, “Reigning in the Multiplying Multi-Channel Contact Center.” Darryl discusses what he learned from his
IQPC's Chris Archer interviews Ace Hardware Category Manager John Kittel to get a taste of what he'll be focusing on at the Pricing and Revenue Management Strategy for Retail Event this April 26-28 in Orlando. Kittel discusses the rising cost of goods, like metals and coffee,
Furst Person's CEO and founder Jeff Furst talks with Customer Management IQ's Gina Scanlon about his company's hiring techniques, how to determine promising candidates, web-based tools, the ongoing demands of social media and how the at-home agent model is impacing
IQPC Sydney's Arthur Chan interviews Brett Whitford, Executive Director of the Customer Service Institute of Australia (CSIA), on the subject of social media and CEM, as well as how companies can create ‘touchpoint maps’ and key strategies to customer experience
Michael 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, including social media studies and how it is changing the call center environtment.
Customer Management IQ talks with Mick Cooper Service Manager for Toyota Material Handling Sydney to get a taste of what he'll be presenting at the 2011 Field Service Management event in Sydney. Mick discusses what some of the main challenges are in field technology, and
CMIQ speaks with special guest, Linda J. Walsh, Founder, President and CEO of Virtual Training Systems, a company that develops e-learning educational programs and online job training services to individuals with disabilities as well as their caregivers to include disabled veterans,
What are some of the common challenges of working with customer-related processes and how do you overcome them? Find out in this Profit through Process podcast. Six Sigma IQ speaks to Patti Rogers, Head of Lean Six Sigma Initiatives at leading Canadian telecommunication company TELUS to
My two guests for this segment are Maura Sullivan, the Customer Loyalty Team Manager for Zappos, and Barbara Burke, internationally renowned customer service expert, speaker and author. Barbara is possibly best known for her motivational Monday Aha’s. Barbara and Maura
