Customer Insights & Analytics


How Listening to the Customer Helped Cisco Improve its Business - Shawn Siegel

Karen Mangia is currently the Senior Director of the Listening Services Center of Excellence, which leads Cisco’s global Voice of Customer, Partner and Field portfolio. Full Article »


Customer Service "Best Practices" Simply Aren't Good Enough -

While hitting generic call center benchmarks and meeting so-called customer service "best practices" might seem like notable achievements, the reality is that your customers may be demanding significantly more. How can you deliver the experience they truly want? Full Video »


Q&A with First Tennessee Bank: Driving Profit, Customer Satisfaction from Big Data -

First Tennessee's chief marketing officer shares how his organization has successfully leveraged Big Data to achieve more profit, improved marketing ROI and a better customer experience. How can you do the same? Full Podcast »


Hospitals: Don't Call Me Patient, Call Me Customer!

Contributor: Tripp Babbitt
Posted: 6/16/2010

Hospitals: Don't Call Me Patient, Call Me Customer! - Tripp Babbitt

I recently saw an ad in my newspaper for a Heart Scan at a local hospital. Full Column »


Reduce Churn and Increase Customer Satisfaction with Speech Analytics

The case study in this whitepaper will discuss how contact analytics were used to identify and remarket to potential “at risk” customers, dramatically increasing retention rates. Full Whitepaper »


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