eBIM: Recent Episodes
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e-BIM, the electronic Business Intelligence Monitor, is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of e-BIM is on peer-to-peer communications within the business professional community.
Simply put, you can interact, share solutions to your business problems with an incredible network of authoritative sources and practicing professionals. It's easy. It's fast. It's free.
e-BIM enables you to find from your peers a method, a solution, a proven best practice that solves your specific problems when you need it solved.
e-BIM offers a steady stream of front-line content that is timely, relevant, practical and has been validated by practitioners. We have day-in, day-out contact with movers and doers in the business world.
Co-founder and CEO of i-Nexus, Paul Docherty, discusses why companies fail in executing their strategies effectively and details the benefits to adopting a robust business execution system like i-Nexus.
Get a sneak peak of the Teleflora case study presented by Amas Tenumah, VP Operations, at the International Contact Center Exchange conference taking place this October in Miami.
In this podcast panel hear from our panel on the role of social media in customer service. Our panelists include Kathy Herrmann, Partner, Pathlight Solutions, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us." What is an example of a company leveraging social media to serve customers. Hear the dangers of social media for brands. Learn how companies can measure the effectiveness of social media on the brand and the customer service operation.
- How can the call center use social media to better communicate with customers through social media channels?
Judy Mckee, trainer, consultant and co-author of The Positive Coach Approach, wants the call center community to wake up to its potential. Mckee, a call center expert and speaker who is known for changing the molecules in any room, is offers a much needed wake-up call.
McKee asks the call center to stop measuring by “TDMD” meaning time, dollars, minutes and dials. TDMD is not enough to give a call center leader and its partners enough insight into the call center operation and its products. McKee has big dreams for the call center industry and its potential to serve the customer. But this should not be done by sacrificing the employee. By doing right by the customer and the call center representative, the call center will begin to improve its standing with the entire organization.
McKee urges call center leaders to re-focus on the lifetime to stop operating in a quarter-to-quarter mind-set.
In 2010 we need to take the actual steps required to evaluate call center performance. The call center needs to regain its footing as an instrumental asset to the organization as a whole. This can happen by treating each call center representative and customer with care. Call center representatives need to treat the customer as the customer wants to be treated, meaning communicating in a clear style understandable for the customer. This cannot be achieved with a one-size fits all script.
Are your call center representatives able to diffuse customer anger and frustration? Coaching call center representatives to respond better includes an overhaul of their communication style and tactics. But these changes don’t happen over night. Call center individual performance improvement demands individual coaching and feedback.
In this podcast hear McKee’s simplistic methodologies to improve the performance of your call center representatives.
BP strives to continuously drive sustainable business process improvement. In this Profit through Process podcast you’ll hear Paul Nestor, Director of Continuous Improvement for the BP fuels businesses in Europe and Africa, who discusses with Six Sigma IQ’s Genna Weiss how BP has utilized a global process ownership model that controls and simplifies the way BP operates its businesses globally.
BP’s global process ownership helps to determine what “good” looks like amongst the processes throughout the organization and helps to rate and measure these processes against a global standard. Nestor emphasizes the importance of BP getting senior leadership onboard in its mission to implement the global process ownership model and why BP determined to focus its global process ownership model on “core commercial processes.” You will learn about the different process owner roles and how they are leveraged to meet BP’s business process improvement initiatives.
Nestor also goes over the major tools and methodologies employed to manage BP’s processes globally and locally, which include setting a framework of good practices in four key areas of a process: 1) people, 2) processes, 3) performance and 4) technology. In addition, Nestor reveals the major lessons of deploying BP’s global ownership model, in particular BP’s focus on ensuring that its business process improvement initiatives are never separate from the company’s corporate business strategy.
In this podcast you will hear from Deborah Kiers, distinguished speaker at the IQPC Australia Alliance Contracting Summit.
In this interview you will hear from Jim Millar, distinguished speaker at IQPC Australia's Alliance Contracting Summit.
Netflix figured out early on that convenience, selection and value were the key ingredients for a recipe for success. Today, as most companies are struggling to pay the bills, Netflix recently boasted 45% growth. People aren't spending money at restaurants, nor are they spending their weekends at the mall. They are cozying up in the comfort of their own homes with popcorn and a movie. Steve Swasey, Netflix VP of Communications talks with Customer Management IQ's Blake Landau about customer feedback, marketing, and making your product relevant.
FreshDirect has won over its customers with a user-friendly Web site, great products and a continued commitment to its customers. Recently ranked as a top choice in the Internet Retailer Top 500 Guide, this NY-based company has spent the last few years keeping its customer relationships fresh as well as baking up new customer-centric programs. Customer Management IQ's Blake Landau chats with marketing expert Steve Druckman on the best way to the customer's heart.