measurement
How to Make the Most of Your Customer Feedback Data
October 14 by Gina ScanlonSVP 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 giv...
What Are Your Contact Center Metrics Really Telling You?
June 22 by Vasuda DemingOne of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, thi...
Social Business Metrics and the Dangers of Misinformation
April 22 by Blake LandauThere are big dangers of social media misinformation says Doug Richards, Social Business Evangelist. We've been complacent for too long ignoring the seachange occuring around us. Richards of Centriq...
The New School of Thought on Quality in the Call Center: An Interview with Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company
April 20 by Blake LandauIn this podcast Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company, a full-service non-profit agency, talks with Customer Management IQ’s Blake Landau on...
Don't Let KPIs Be the Death of Your Call Center
March 11 by Richard NatoliThere are few business units that enjoy the robust reporting tools that call centers possess. Where else in the company can you get a true real time view of the overall performance of a department,...
Queuing Assumptions for Call Centers
February 10 by William Bleuel, PhDThere are some pretty strong assumptions that are made when the queuing formulas are used that should be clearly understood. This came to me as I was reading an article from the Wharton Financial In...
Three Ways to Bring the Call Waiting Times Under Control
December 21 by William Bleuel, PhDOne of the more obvious changes that has occurred in the call center in the last 10 to 20 years is that the call center has taken on an operational role that is far different than before. In the pas...
Panel on Managing Social Media in the Call Center: What Every Manager Should Know
December 15 by Blake LandauHow is your call center managing social media? This is the question every call center manager should be asking themselves. In this podcast our panel of experts in the call center trenches address ho...
Leveraging the Balanced Scorecard For Your Call Center
September 29 by Dru PhelpsIs there a balanced formula that would both "please" the customer and keep score of your business? In a recent interview, a user wanted an easy view to balance their P&L, therefore this unique combi...
Home Based Agents: Expanding Your Talent Pool and Realizing Cost Savings
September 17 by CCW Digital EditorHilton has been raising the bar with providing outstanding customer service with an at home agent program omprising 40 percent of reps. They are in the process of signing a partnership with a non pr...
Customer Surveys in the Experience Economy: A Global Perspective
August 12 by Tahir KhanReevaluating Customer Satisfaction Customer satisfaction is always supremely important. We knew this fact for centuries; however, in these times every company is revisiting customer satisfaction...
Home-Based Agents: Expanding your Talent Pool and Realizing Cost Savings
July 01 by Blake LandauIn 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...