PODCAST · business
Cincom Contact Center Insights
by Randy Saunders
Best Practices in Customer Service.Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
Episodes
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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…
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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....
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Trent Fulcher speaks on Customer Experience and the Contact Center
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.
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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…
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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...
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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...
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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...
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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...
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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...
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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.
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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...
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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...
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ABOUT THIS SHOW
Best Practices in Customer Service.Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
HOSTED BY
Randy Saunders
CATEGORIES
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Frequently Asked Questions
How many episodes does Cincom Contact Center Insights have?
Cincom Contact Center Insights currently has 12 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Cincom Contact Center Insights about?
Best Practices in Customer Service.Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.
How often does Cincom Contact Center Insights release new episodes?
Cincom Contact Center Insights has 12 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Cincom Contact Center Insights?
You can listen to Cincom Contact Center Insights on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Cincom Contact Center Insights?
Cincom Contact Center Insights is created and hosted by Randy Saunders.
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