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Expert Interviews

AT&T's Key to Success: Align the Organization Around the Customer

AT&T's Key to Success: Align the Organization Around the Customer

Diane Magers at AT&T Business Services knows at thing or two about superior customer experience. Diane speaks about how to align the organization around the customer in order to be successful and how a toxic culture can poison a call center.

MetLife's Executive VP on Global Change Management

MetLife's Executive VP on Global Change Management

Exclusive interview with Christopher Smith, Executive VP and Head of Global Operations. Chris discusses global change management, company culture, employee engagement, and customer-centricity on a global scale, and shares best practices for consolidating international departments behind company values while allowing them to retain the local spark.

Empathetic Agents Matter in High-Crisis Situations

Empathetic Agents Matter in High-Crisis Situations

Kimberly Warrick, the Client Service Center Manager at New Jersey Shares, directs a team that regularly field calls from high crisis customers who may be low-income or elderly on a regular basis. Learn how she trains them to be empathetic, but also solution-oriented and calm under pressure during this exclusive interview at Call Center Week 2015.

Gamification is the Future of Learning & Coaching

Gamification is the Future of Learning & Coaching

Curt Behle, ITSM Leader at Zions Bancorporation, talks about the relationship between technology and customer service agents in this Call Center Week 2015 interview; how it empowers coaching, leading and providing excellent customer service.

Fonolo on Enabling CX Success with Technology

Fonolo on Enabling CX Success with Technology

Shai Berger, CEO of Fonolo, discusses the company’s history with forging the hottest products and services for contact centers as well as their plans for the future in this interview from Call Center Week 2015.

The World Bank: How to Create a Winning Culture

The World Bank: How to Create a Winning Culture

Exclusive interview with Call Center Week past speaker Troy White, Service Delivery Executive at World Bank. Troy discusses the wants and needs of clients, empowering your agents, the importance of IT to agent operations, translating customer satisfaction surveys into service improvement plans, and more.

Real Help. For Real People. In Real Time.

Real Help. For Real People. In Real Time.

The theory behind excellent Customer Service isn't complex: Do everything in your power to assist caller inquiries in a timely manner and do so with a smile. Simple, right? Not so fast. Support environments are complicated and mired with numerous hiccups. Amy Latzer, Chief Operating Officer at 211 LA County, explains.

Beyond the Headset: Listen to Your Agents to Create Culture

Beyond the Headset: Listen to Your Agents to Create Culture

The first step to managing employee expectations, goals and demands is to understand what those demands are. The only way to do so is to ask them. Transamerica, a financial services institution, conducts annual employee satisfaction surveys, but they don’t just complete the survey and then put it in a box and file it away. Crystal Wyland, Vice President of Customer Experience, explains why Transamerica doesn’t just ask for employee’s opinions. They act upon them.

Best Practices for At Home Agents

Best Practices for At Home Agents

Teddy Liaw, the of CEO NexRep, went over best practices for virtual and at-home contact center agents in his presentation at the Virtual Call Center & Home-Based Agent Summit in November. Watch his presentation to preview the at-home agent sessions at Call Center Week.

Complexity Is the Enemy of Customer Service

Complexity Is the Enemy of Customer Service

Save money. Save time. These are the main benefits to implementing a truly streamlined technology suite. Call centers all have the same end goal, but has anyone truly created the formula to successfully align technology with business strategy? What are the ways in which call centers or customer care centers can achieve that balance? Liz Osborn, Vice President of Product and Solution Marketing at Five9, answers all these questions and more.

Keep Your Eyes Facing Front

Keep Your Eyes Facing Front

Jeremy Booth feels like a broken record. He’s said time and again that the future success of call centers hinges on taking proactive performance measurements. Call centers need to stop looking at historical data that only depicts what’s already happened and instead they should focus on what is going to happen. In this interview, he explains why call centers need to stop looking over their shoulders and start looking ahead.

Peter Guber Announces the 2017 "Game Changer"

Peter Guber Announces the 2017 "Game Changer"

“You have to aim at their heart and not their wallet.”

In making that statement, Peter Guber stresses the importance of a relationship-oriented approach to the customer experience.

The sports and entertainment mogul will expand on this topic in his keynote presentation at the 2017 CCW, June 26-30, Las Vegas, NV.  He previewed the presentation – and discussed the value of the experience – in this exclusive podcast interview.

Peter Guber is Executive. Entrepreneur. #1 NYT Best Selling Author, Chairman and CEO of Mandalay Entertainment.

Q&A with Tom Weiland at Amazon

Q&A with Tom Weiland at Amazon

"CCW is a great reminder to never be satisfied by our success and instead we strive to maintain a laser-like focus to innovate for our customers."

We interviewed our Customer-Centric Transformer keynote, Tom Weiland, VP of Worldwide Customer Service at Amazon. In his upcoming presentation, Tom will discuss the key components of innovation and how Amazon achieves the most important leadership principle.

If you would like a copy of this interview emailed to you, contact us at enquiry@iqpc.com.

Expert Interview: Kelli Durkin

Expert Interview: Kelli Durkin

Kelli Durkin is VP of Customer Service at Chewy. In her position, she oversees an award-winning customer service department that provides an exceptional level of service to Chewy customers. A native of Central Florida, Kelli is the proud pet parent of Bruno, a five-year old French Bulldog, and Wynnie, a one-year old English Bulldog. Customer Management Practice's Principal Analyst, Michael DeJager, speakers further with Kelli about her unique career journey and deep passion for delivering the "wow" experience to Chewy.com's customers. 

Kelli will be a keynote at CCW Vegas, this coming June 18-22 at The Mirage in Las Vegas. 

To get a copy of this interview sent to you directly, contact us

Expert Interview: Jason Bradshaw

Expert Interview: Jason Bradshaw

Jason Bradshaw, the Chief Customer Officer at Volkswagen Group Australia shares with us unique philosophy, career journey and deep passion for customer experience. In this interview, Jason talks about using A.I. technologies in the contact center, leveraging automation as a key strategy and what speed and efficiency means for his customers. 

Jason Bradshaw will be a Keynote at CCW Vegas this June 18-22 at The Mirage in Las Vegas.

If you would like a copy of this interview, please contact us

Expert Interview: Nick Friedman

Expert Interview: Nick Friedman

Nick Friedman is President and Co-Founder of College Hunks Hauling Junk and College Hunks Moving, the largest and fastest growing junk removal and moving franchise opportunity in North America. Nick started the business in college with his childhood best friend, now business partner, Omar Soliman in a beat up cargo van, and has grown to over 100 franchises nationwide. 


He has since been named among the Top 30 Entrepreneurs in America Under 30 by INC Magazine and was named on the same list as Mark Zuckerberg, as one of the 30 Most Influential CEO’s Under 30 by Under30CEO.com. Nick is also a two-time Ernst and Young Entrepreneur of the Year Award Finalist.


Customer Management Practice's Principal Analyst, Michael DeJager, speaks further with  Nick about his unique philosophy, career journey and deep passion for customer experience.

To get a copy of this interview to be sent to you directly, contact us

Keynote Feature: Jeanne Bliss

Keynote Feature: Jeanne Bliss

In this interview, Jeanne Bliss discusses transformational CX, the importance of speed & efficiency in customer service, the #MakeMomProud movement and her new book, "Would You Do That to Your Mother?" 


Jeanne Bliss will be a keynote at CCW Vegas this June 18-22. She will have a book signing and meet and greet following her keynote. To request more information or to get a copy of this interview to be sent to you directly, contact us