Cincom Contact Center Insights

Cincom Contact Center Insights

Best Practices in Customer Service. Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.

Episodes

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

July 14, 2008 • 17 mins
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, cust...
Mark as Played

Operation Impact: Addressing the daily struggles of the frontline manager

April 13, 2008 • 14 mins
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 ...
Mark as Played

Trent Fulcher speaks on Customer Experience and the Contact Center

March 6, 2008 • 6 mins
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.
Mark as Played

How to Hire Better Call Center Agents - Every Time!

December 15, 2007 • 20 mins
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 Sati...
Mark as Played

What to Measure When You’re an Analytical Newbie

November 15, 2007 • 8 mins
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 re...
Mark as Played

Go Green with Remote Agents and Virtual Contact Centers

October 2, 2007 • 11 mins
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? ...
Mark as Played

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

September 5, 2007 • 11 mins
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 pre...
Mark as Played

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

August 1, 2007 • 6 mins
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 ...
Mark as Played

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

July 24, 2007 • 14 mins
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 consul...
Mark as Played

Is a Hosted Contact Center right for you?

July 16, 2007 • 7 mins
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.
Mark as Played

ATA Today-Tim Searcy interviews Randy Saunders of Cincom

March 3, 2007 • 4 mins
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
Mark as Played

Customer Experience Happens in the Contact Center

February 18, 2007 • 7 mins
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 th...
Mark as Played

Popular Podcasts

    My Favorite Murder with Karen Kilgariff and Georgia Hardstark

    My Favorite Murder with Karen Kilgariff and Georgia Hardstark

    My Favorite Murder is a true crime comedy podcast hosted by Karen Kilgariff and Georgia Hardstark. Each week, Karen and Georgia share compelling true crimes and hometown stories from friends and listeners. Since MFM launched in January of 2016, Karen and Georgia have shared their lifelong interest in true crime and have covered stories of infamous serial killers like the Night Stalker, mysterious cold cases, captivating cults, incredible survivor stories and important events from history like the Tulsa race massacre of 1921. My Favorite Murder is part of the Exactly Right podcast network that provides a platform for bold, creative voices to bring to life provocative, entertaining and relatable stories for audiences everywhere. The Exactly Right roster of podcasts covers a variety of topics including historic true crime, comedic interviews and news, science, pop culture and more. Podcasts on the network include Buried Bones with Kate Winkler Dawson and Paul Holes, That's Messed Up: An SVU Podcast, This Podcast Will Kill You, Bananas and more.

    24/7 News: The Latest

    24/7 News: The Latest

    The latest news in 4 minutes updated every hour, every day.

    Dateline NBC

    Dateline NBC

    Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com

    Stuff You Should Know

    Stuff You Should Know

    If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.

    The Bobby Bones Show

    The Bobby Bones Show

    Listen to 'The Bobby Bones Show' by downloading the daily full replay.

Advertise With Us
Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

Explore

iHeart

Live Radio

Podcasts

Artist Radio

Exclusives

News

Features

Events

Contests

Photos

Information

About

Advertise

Blog

Brand Guidelines

Contest Guidelines

Subscription Offers

Jobs

Get the App

Automotive

Home

Mobile

Wearables

© 2025 iHeartMedia, Inc.