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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- Artist: Customer Management IQ
Podcasts:
For this episode, Rob Lee, CEO for Swyft Technology, a Customer Experience Management company and on-demand provider of true multi-channel interaction management, speaks to CMIQ about the ever changing world of on-demand technology, how Swyft is integrating and investing in
Frequent contributor Greg Levin talks about his inspiration for taking a unique satirical approach to customer relations management, as well as what he's learned in his 19 years in the industry including his views on AHT, training call center reps, email management
Jim Champy, bestelling corporate author and health care expert, discusses his new book Reengineering Healthcare: A Manifesto for Radically Rethinking Health Care . Champy is best known for his 1992 New York Times Bestseller Reengineering the Corporation. Champy discusses electronic
The following panel was conducted on Monday, October 25 at the International Contact Center Expo & Conference (ICCE) in Miami. The panel includes Thomas Dalton, who runs Brooklyn's Premeire Multi-Speciality Healthcare Provider, Darrin Phillips, Director of Customer Experience for
Jamie Turner, Chief Content Officer for the 60 Second Marketer, and author of the new book How to Make Money with Social Media, discusses with CMIQ how to use social media to your business's advantage, how to hire for social media positions, how to measure your social media's
Ian Henderson, Operations Director of CRM software company Sword Ciboodle discusses how they stay ahead of the game and what they're planning to implement in the future. Henderson discusses what kind of metrics they use to determine the success of their products and
Sunny Kumar, Business Solutions Executive for IBM North America's CRM outsourcing team, sits down with Gina Scanlon at the International Contact Center Expo & Conference in Miami. Kumar disccuses onshoring vs. outsourcing, AHT, and how IBM is monitoring, researching and
The Charmer Sunbelt Group(CSG) is one of the nation’s leading distributors of fine wines, spirits, beer and other beverages. Kelley Gilbert, award winning Director of CSG's Corporate Customer Service Program, gives a little taste (no pun intended) of what she will be
John Gerzema, Chief President of Brand Asset Consulting, and co-author of new book Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live speaks with Customer Management IQ about how he became interested in writing the book, and how the modern
Dr. Nicola Millard, British Telecom's Customer Experience Futurologist, speaks with Telecom IQ's Richard de Silva about the future of the telecoms industry and the growing trends she sees forming. Millard discusses what the modern telecoms customer expects, due to developments
SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured. Gary also gives a few examples of Confirmit's collaborators concerning data
Following his article, 'Gen Y Doesn't Want to Work in Your Call Center,' Jim Rembach discusses the issue more in depth with CMIQ, including how the economy will affect call centers, developing technology and what the future job market will expect from its
Chris Carrington talks with CMIQ about the training and hiring process for home-based agents, as well as the difficulties in conveying a sense of realistic culture in order to find a common dialect with your customers. He also touches on the future of call centers and why he sees a shift
Russ Sandlin, Executive Manager at Gulf Bank in Kuwait, spends some time with CMIQ to discuss Gulf Bank's success through technology, fitting your budget and concentrating on training. Gulf Bank was recently named Best Contact Center in the Middle East by Banker Middle
Alton Martin, CEO of Spot Consulting and member of Call Center Planet, speaks with CMIQ Editor Gina Scanlon about the tremendous value and potential of the global call center industry, as well as incoming trends in both outsourcing and onshoring.
