Cincom Contact Center Insights - podcast cover

Cincom Contact Center Insights

Randy Saunders•www.podomatic.com
Business
Management
Best Practices in Customer Service. Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
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Episodes

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Guest: Pete Blackshaw, VP of Strategic Services, Nielsen Online Pete Blackshaw is Executive VP of Strategic Services, Nielsen Online, interactive marketing expert and author of the just-released book, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World.” In today’s internet-driven and instant-communication world, customers have more power than ever, and they’re using it. Through what Pete calls "consumer-generated media"—blogs,...

Jul 14, 2008•17 min

Operation Impact: Addressing the daily struggles of the frontline manager

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 p...

Apr 14, 2008•14 min

How to Hire Better Call Center Agents - Every Time!

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. Findi...

Dec 15, 2007•20 min

What to Measure When You’re an Analytical Newbie

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 - How to get started - The metrics customers really care about - Th...

Nov 16, 2007•8 min

Go Green with Remote Agents and Virtual Contact Centers

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? - How does a virtual contact center help companies become more “green?” - What are o...

Oct 02, 2007•12 min

This Call May NOT be Recorded! Are You Breaking the Law?

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...

Sep 05, 2007•12 min

Frost and Sullivan's Michael DeSalles discusses new whitepaper on Hosted Contact Centers

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 - Industry trends and key benefits driving hosted contact center adoption - Total cost of ownership (TCO) advantages of hosted vs. on-premise - Ke...

Aug 01, 2007•6 min

How to Create, Manage and Deliver the BEST Customer Experience in your Contact Centre

Guest: Trent Fulcher, Cincom Program Director for Customer Experience Management Trent Fulcher recently delivered a webcast on "How to Create, Manage and Deliver the BEST Customer Experience in your Contact Centre." In this podcast episode we explore some of the topics covered in that 60-minute webcast. Trent brings a wealth of practical “know-how” to us on this topic from his background as an international consulting manager who specialized in developing customer experience strategies. Trent ha...

Jul 25, 2007•14 min

Is a Hosted Contact Center right for you?

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.

Jul 16, 2007•8 min

ATA Today-Tim Searcy interviews Randy Saunders of Cincom

Recorded live at the 2006 ATA (American Teleservices Association) Convention & Expo. In this episode of ATA TODAY, Tim Searcy interviews Randy Saunders of Cincom. To see the video interview, go to http://optimumcgi.com/ATA_interview_page5.htm For more information on Cincom, go to www.cincom.com/synchrony

Mar 03, 2007•5 min

Customer Experience Happens in the Contact Center

Based on the Cincom white paper, "Customer experience happens in the contact center: Learn how to optimize every experience and build loyalty with insights from Shaun Smith." Available at www.cincom.com/webcast Customer experience expert Shaun Smith identifies four criteria that are the base for any sustainable customer experience management effort. A positive, managed customer experience must be based on processes that are: - Consistent - Intentional - Differentiated - Valuable Great customer e...

Feb 18, 2007•8 min
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