Podcasts

Listen to what ICMI research discovered about balancing call center efficiency and the customer experience in the call center enviornment.

As customer service becomes more popular as a distinguisher among companies and products, organizations that strive to deliver a distinctive customer experience must do so while managing their resources to deliver the goods at the most reasonable cost. Register now to gain a better understanding about the call centers' ability to strike a balance between call center efficiency and the customer experience.

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of Avaya. ICMI research sponsors do not have access to research participant information, including individual survey responses.

Listen to what ICMI research uncovered about the shortcomings in customer self-service that many contact centers face today.

Many contact centers are either missing or ignoring critical information that could improve their self-service and multichannel offerings to customers. Register to understand what problems need to be addressed immediately to fully exploit customer self-service to meet the needs of the contact center and the customer.

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of inContact. ICMI research sponsors do not have access to research participant information, including individual survey responses.

Listen to Brad Cleveland, Senior Advisor and Former President and CEO of ICMI explains the difference one agent can make in meeting service level goals.

Because workloads arrive randomly staff must be calculated using a queuing formula. Register to understand the exponential relationship between staff and service level. Ensuring you have proper staffing levels can have a huge impact on the overall results your contact center produces, as well as the customer experience.

About Our Sponsor

This whitepaper and the underpinning research were made possible by the underwriting support of Pipkins Inc. ICMI research sponsors do not have access to research participant information, including individual survey responses.

During this Podcast we discuss:

• The gaps between C-level executive perceptions of customer service, and the reality of the customer service being delivered
• The critical role customer service professionals play in engaging executives to help align organizational investments with the strategic goals of the overall organization

Our new research highlights 1000 companies in 47 countries, and we consider similarities and differences amongst executive perceptions. C-level executives believe their organizations treat the "customer as king," but customers disagree. We consider where the gaps reside between these two groups, and specifically focus on three key areas:

• Is the customer service organization strategically- or tactically-focused?
• How are customer service metrics and measurement utilized by the company?
• Is the information flow on customer service issues being utilized by the entire company?

The Millennials are coming, and few businesses are prepared. Please join us for this brief, complimentary podcast to begin to learn about key customer experience strategies for addressing the needs of the Millennial generation. During this podcast, we will discuss:

• Factors that motivate the Millennial generation
• Strategies for building customer loyalty with this important market

Customer service stands on the brink of a new era. Recent advancements in standards have made the dreams of customer service a reality.

Learn from Darryl Addington, Manager of Product Marketing, Genesys:

• How SIP-enabled applications are being used by Genesys customers to improve the customer experience while reducing customer service operational costs
• About a new approach to customer service that uses previously unavailable resources within the customer service operation

Unexpected events have an adverse impact on the customer's experience due to uncontrolled wait time, wasted agent capacity and missed revenue opportunities.

In this podcast, ICMI's Alex Dering talks with Marsha Calfee, Director of Product Marketing for Genesys' Informiam product line, about creating a framework for positive business management that involves everyone -- from senior execs to frontline agents -- and how contact centers can manage unexpected events in real-time.

You'll learn the components of a proactive business management model, how it differs from using traditional historical reporting tools, and the benefits that this model will bring to the rest of your enterprise.

Join us for a special podcast on how to create a strong competitive customer advantage by enhancing your Customer Front Door, the entrance to your enterprise.

In this podcast, ICMI's Greg Levin interviews Genesys' Mayur Anadkat about common customer complaints and negative experiences associated with traditional self-service models.

You'll learn how an intelligent Customer Front Door can welcome customers and assist them with unique, proactive services based on the caller's intent, instead of having to navigate a rigid, standardized, complex call tree. You'll also hear how this approach provides relevant, personalized service that can improve customer satisfaction and loyalty -- creating the opportunity for a long-term relationship and higher lifetime customer value.

Join us for Part 5 of our special podcast series on how switching to IP will affect your center.

This time, ICMI's Janie Iadipaolo interviews Jeff Weil, vice president of services and support with Empirix, about best practices in disaster recovery and business continuity.

ICMI's Janie Iadipaolo interviews Paul Shaw, Contact Center Specialist for BT.

It's the 4th installment in our series on how customer care organizations can work as optimally as possible in an IP environment.