White Papers:
Podcasts
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Talking Outsourcing with Frank Casale, Founder & CEO, Outsourcing Institute
IQPC talks to Frank Casale, Founder & CEO of The Outsourcing Institute & Outsourcing TV, and creator of the Outsourcing Index and the Intelligence Network. Frank will be a presenter at IQPC's Call Center Week taking place June 14-18 in Las Vegas, NV. For more information, please visit www.callcenterweek.com
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Customer Loyalty and Turning a Profit in a Down-Turn Economy, Talking with Steve Kaay of US Auto Parts
IQPC will talk to the Vice President of Call Center Operations at US Auto Parts about consumer purchases and customer loyalty in the recent economic climate. We will delve into how customers spend money, make choices and how to add to your customers' experience. Steve will be a speaker at IQPC's Call Center Week in Las Vegas, NV from June 14-18. For more information, please visit www.callcenterweek.com
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Hiring Gen Y-ers, Innovation and Bringing Call Center Jobs Home With Joe Jacoboni
Joseph Jacoboni of Contact Centers of America wowed the audience at the 5th Annual Call Center Summit in Orlando, Florida, and took some time to chat with Customer Management IQ. In this podcast he discusses the importance of "onshoring" in addition to offering jobs to Gen Yers, vets and other Americans in need of call center work.
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Steering Social Media and Comcast Through a Customer Service Sea Change With Frank Eliason
Frank Eliason, Senior Director in National Care Operations for Comcast, is famous in his own right. Eliason has become the most recognizable social media customer service expert next to Tony Hsieh of Zappos. Eliason keynoted the 5th Annual IQPC Call Center Summit and spent some time with Customer Management IQ before his session.
- Nurturing An Emotional Bond With Your Customers: A New Age in Customer Loyalty
In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers.
- Straight Talk with Call Center Extraordinaire Art Hall
Art Hall is a call center expert. As manager of Alvarez & Marsal Business Consulting, he believes we are no longer in the service economy.
- Customer Service Excellence in a Downturn: A Panel Discussion
We are no longer in the customer service economy - we are in the customer experience economy. However, because they are distracted by the economic downturn, most businesses have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Senior Operations Officer of Glacier Bancorp Inc; Dennis Snow, author of Lessons From the Mouse: Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life; and Mary Malone, MS, JD, President of Malone Advisory Services, discuss how to achieve customer service excellence in a recession.
Presentations