Cincom Contact Center Insights
Best Practices in Customer Service
Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000
July 13, 2008 09:15 PM PDT
Guest: Pete Blackshaw, VP of Strategic Services, Nielsen Online
April 13, 2008 07:53 PM PDT
Guest: Bob Furniss - speaker, author and highly regarded consultant.
Bob Furniss is part of an elite group of independent consultants who is certified by the ICMI - International Customer Management Institute, he is a member of the National Speakers Association (NSA), and has authored two books. His most recent book, “Ideas at Work– Powerful Ideas to Transform Your Contact Center,” has been called a “simple read with powerful impact” by industry critics.
Bob has a new in-house half-day seminar program called, Operation Impact – a program designed specifically to address the daily struggles of the frontline manager.
You can find more about this program and other happenings with Bob at:
On his web site you can:
Also make sure you check out Bob's blog on CustomerThink.com where he is one of the top-rated authors on this site:
March 05, 2008 09:26 PM PST
Guest: Trent Fulcher, Program Director, Cincom Customer Experience Solutions
Today Trent Fulcher spoke at Vanguard’s contact centre conference in Rome. In this episode we talk to Trent about a few of the topics he covered at the conference.How to Hire Better Call Center Agents - Every Time!
December 15, 2007 10:24 AM PST
Guest: David Filwood, Founder & Principal Consultant with TeleSoft Systems
While almost everyone can use a telephone, not everyone is cut out to work successfully in a Call Center Environment.
Research demonstrates that 65% to 75% of the costs associated with operating a Customer Contact Center are labor costs, and hiring the wrong Call Center Agent is a significant drain on the Operating Budget, on Customer Satisfaction Levels, on Sales Results, and on overall Call Center Team Morale.
Finding ways to hire better quality Call Center Agents is consistently placed as a priority as far as the needs and interests of Contact Center Directors are concerned.
David Filwood is the Founder & Principal Consultant with TeleSoft Systems www.telesoftsystems.ca, a Call Center Improvement Consultancy based in Vancouver, BC that helps Contact Centers Find, Hire, Train & Keep Better Employees. TeleSoft Systems is also the Publisher of SPAS – Service Personnel Appraisal Software – a Suite of Call Center Agent Pre-Employment Screening Tools.
- Trends in Maximizing your Pool of Job Candidates
A PowerPoint copy of David’s Presentation can be requested at www.telesoftsystems.ca/64201.html.What to Measure When You’re an Analytical Newbie
November 15, 2007 08:01 PM PST
Guest: Sheila Wilson, Contact Center Consultant
At this week’s ICCM (The International Contact Center Management) Summit in Orlando, Sheila presented “What to Measure When You’re an Analytical Newbie.”
In this podcast we explore some of the topics Sheila discussed during her ICCM presentation.
In this podcast Shelia talks about topics she discussed in that presentation including:
- The differences between reporting and analytics
October 02, 2007 11:08 AM PDT
Guest: Louis Columbus, Manager of Enterprise Compliance and Quality Management, Cincom.
Louis Columbus was recently a panelist at the Green Technology World™ Conference where he discussed the environmental impact of virtual contact centers and remote agents.
In this podcast Louis answers some of the questions he covered at the conference including:
- Why are so many companies are adopting green technologies now?
September 04, 2007 09:32 PM PDT
Guest: Rick Daley, EVP Business Development, CallCopy, Inc.
CallCopy ( www.callcopy.com ) is one of the fastest growing companies in the call recording/quality monitoring industry.
Recently Rick Daley delivered a webcast titled, This Call May NOT be Recorded! Are You Breaking the Law?
In this podcast, I talk to Rick about a few of the regulations and call recording best practices he addressed in this recent presentation.
You can view the complete recorded webcast -- This Call May NOT be Recorded! Are You Breaking the Law? at:
You can also download Rick’s latest whitepaper on this same subject at:
July 31, 2007 11:42 PM PDT
Guest: Michael DeSalles, Strategic Analyst, Frost & Sullivan
Frost & Sullivan has just published a new whitepaper, “THE HOSTED MODEL: Why It’s Revolutionizing the Contact Center Industry.”
The hosted contact center market is moving out of the early adopter stage with immense future growth potential. Some of the topics covered in this interview
This complimentary Frost & Sullivan whitepaper can be downloaded at www.cincom.com/FrostReportHow to Create, Manage and Deliver the BEST Customer Experience in your Contact Centre
July 24, 2007 07:13 PM PDT
Guest: Trent Fulcher, Cincom Program Director for Customer Experience Management
July 16, 2007 03:17 PM PDT
Based on the Cincom white paper, "The Hosted Model: Simplifying Contact Center and Agent Desktop Solutions" - available at www.cincom.com/hosted
This episode discusses 9 business scenarios where a hosted contact center is an ideal solution.
Best Practices in Customer Service.
Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
Randy is marketing manager for Cincom's Customer Experience Management Systems
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