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The Two Hottest Buzzwords at Call Center Week

Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...

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Consistency Is a Virtue: The Integrated Marketing Imperative

It was so much easier when there was just one “customer entrance,” but today’s businesses have to manage a lot more doors – and they don’t all open the same way. ...

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Five Steps for Fixing the Broken Sales Funnel

The traditional sales funnel is broken, costing millions of dollars in lost revenue and customer relationships. Organizations of all shapes and sizes are missing opportunities and experiencing a...

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Five Ways to Drive Healthy Customer Experiences

This week, leading health plan executives and experts will gather in Seattle for the AHIP Institute conference. The theme of the conference is “Great Minds Thinking Differently – New...

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Turning Call Data into Caller Data

As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...

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Building Dynamic Customer Collaboration Hubs That Fuel Engagement

Since customers and companies use many different channels to communicate with each other, it’s often difficult for front-line managers and executives to follow the full thread of customer...

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Five Best Practices for Filling the Gaps on Sales Performance

Sales leaders are under enormous pressure to meet organizational goals for across-the-board sales performance targets. Not only must they ensure that the enterprise is meeting weekly, monthly,...

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Four Customer-Centric Actions Telecom Companies Must Take

When was the last time you heard someone complain about an experience he had with his Internet, television, or mobile phone service providers? Going by numerous sentiment-measuring reports, the...

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Three Steps to Enable a Frictionless Customer Experience

When today’s customers decide to do business with a company, they want their transactions or inquiries to be handled without any catches. They want seamless interactions, or frictionless...

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Connecting the Dots between Marketing and Sales

Marketing and sales departments often exist in silos. As a result, a disconnect forms between their efforts, which can lead to a number of missed opportunities on both sides. In this video,...

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