Podcasts

  • Creating value for customers and shareholders with Martha Rogers

    According to experts, customer loyalty and shareholder value go hand-in-hand -- you can't expect to improve one without improving the other. In this month's podcast, Martha Rogers discusses the link between customer trust, customer loyalty and shareholder value, and gives tips for creating maximum value for both customers and shareholders. Also, find out the best way to measure employee loyalty, learn how to get employee buy-in for your products or services and discover what effect corporate giving has on customer trust.

  • Customer value management with Don Peppers

    Every organization approaches customer value management in a different way. Business size, industry and company type are just a few of the factors that impact the way an organization creates value for its customers. In the August installment of our podcast series, Don Peppers answers four questions from readers on building and maintaining customer value and customer loyalty. Learn how to create customer value in a down economy, get tips for managing customer value in a business-to-business (B2B) organization and find out if up-selling during "welcome" calls is a good idea.

  • Customer equity management tips from Martha Rogers

    In this month's podcast, Martha Rogers takes questions from readers on building and managing customer worth and customer equity in a variety of different situations. Learn how businesses can cater to the customer life cycle, find out if price discounting is really a good idea and get tips for building loyalty in the pharmaceutical industry.

  • Tying trust to customer values with Don Peppers

    In this podcast, you'll hear from Don Peppers on tying trust to customer values. He answers questions from readers on building customer trust online, in person, and through an outsourced call center. He also identifies two rules that every organization should follow for building customer trust and gives readers tips for tying trust to customer values.

  • Managing customer profitability with Martha Rogers

    In the May installment of the Creating Customer Value podcast series, Martha Rogers takes questions from readers and explains how CSRs impact customer profitability every time they interact with a customer. Listen to Martha's podcast for best practices on building customer profitability through CSRs and tips for treating each customer as an individual.

  • Understanding customer behavior with Don Peppers

    In the April installment of Creating Customer Value, a podcast series with Peppers and Rogers, Don Peppers takes questions from readers on handling customer complaints and analyzing customer needs. Peppers urges readers to adopt complaint "discovery" policies and explains how to track a customer's past buying behavior based on the purchase patterns of similar consumers.

  • Maximizing shareholder value through customers with Martha Rogers

    Many companies struggle with building value for customers and shareholders simultaneously -- perhaps because they fail to realize customer value and shareholder value are virtually the same thing. In this podcast, Martha explains the link between customer value and shareholder value and why customer loyalty and trust should be used as ways to build shareholder value. She also provides advice for companies looking to win back lost customers.

  • Measuring forecasted calls against handled calls in the call center

    Hear advice from call center consultant Steve Suhn on how to measure forecasted calls against the number of handled calls for the call center in this podcast. Also, learn about forecasting average handle time (AHT).

  • Understanding occupancy for the call center

    Learn how to calculate occupancy or utilization in the call center and how to integrate this metric into your call center strategy.

  • Understanding cost per contact for the call center

    Wondering how to define and measure cost per contact and cost per call? Learn why these are important metrics to consider in the call center in this podcast.

  • Understanding customer satisfaction as a call center metric

    In this podcast, learn how to measure customer satisfaction and why it is an important metric for the call center.

  • Understanding quality monitoring for the call center

    In this podcast, you'll learn the definition for quality monitoring and learn how to track quality monitoring scores in this podcast.

  • An introduction to call center metrics

    In this introductory podcast, learn how to get started with metrics strategy using the tools in the Call Center Metrics School.

  • Designing a call center metrics strategy

    In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center.

  • Using number of calls offered as a call center metric

    In this brief podcast, learn why measuring the number of calls offered is an important metric for the call center. Learn the definition of this metric and how to measure it from Lori Bocklund and Steve Suhn of Strategic Contact

  • Understanding call center schedule adherence

    Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.

  • Understanding blocking rate for the call center

    In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy.

  • Understanding service level for the call center

    Hear the definition for service level and learn why it's an important metric to consider in the call center in this brief podcast.

  • Understanding average handle time (AHT) for the call center

    Learn tips for measuring average handle time (AHT) for the call center in this call center metrics podcast.

  • Customer value in the long-term with Don Peppers

    Learn how customer value changes over time and learn strategies to increase customer value in this customer equity podcast with Don Peppers.

  • Creating Customer Value: A series with Peppers and Rogers

    Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy.

  • Measuring customer worth and lifetime value with Martha Rogers

    Hear about the importance of measuring customer worth and tips on how to measure customer lifetime value in this customer equity podcast with Martha Rogers.

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