Cincom Contact Center Insights
Best Practices in Customer Service. Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
Episodes
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 Con...
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,...
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.
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 cos...
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 p...
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...
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, ...
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. S...
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...
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.
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 ...
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 custom...
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