FEATURED CONTENT

brian
Regardless of whether you’re tempted by Donald Trump’s ambition to “Make America Great Again,” you are probably hoping to make contact center metrics... Learn more »
September 27, 2016 by Brian Cantor
Zach Weiner
Having good customer service is seen as a way to maintain customers and boost profits. If you treat your customers well, they will want to return and... Learn more »
September 20, 2016 by Zach Weiner
brian
For customer management professionals, the “Internet Revolution” underscores the difference between customers and users.Customers are those who... Learn more »
September 13, 2016 by Brian Cantor

UPCOMING WEBINARS

IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Watch now »
Donna-Fluss
Speech Analytics: Best Practices & Pitfalls to Avoid
Watch now »
Microsoft Dynamics CRM Knowledge Management: How to Empower Your Service Team
Watch now »
Roger Lee
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
Watch now »
Tucker Hall
Turn Your Customer Support Portal into a Self-Service Engine
Watch now »
Leslie Joseph
Get Serious About the Future of Enterprise Chat
Watch now »

UPCOMING EVENTS

October 11 - 12, 2016
Intercontinental Miami, Miami, FL
October 13 - 14, 2016
Trump International Beach Resort, Miami, FL
October 17 - 20, 2016
San Antonio, TX
November 14 - 17, 2016
Pantages Hotel, Toronto, Canada
December 04 - 06, 2016
Ritz-Carlton, Amelia Island, FL
December 04 - 07, 2016
Le Royal Meridien Beach Resort & Spa, Dubai, United Arab Emirates

CUSTOMER EXPERIENCE

BroadsoftInfoG
Citing CCIQ research, this infographic reveals what customers want, what businesses are trying to... Read more »
September 29, 2016
Zach Weiner
What if you don’t have any competitors? What if you have a monopoly on the market you work in? Are... Read more »
September 20, 2016 by Zach Weiner
ESPN Fantasy
ESPN's Fantasy Football platform went down this weekend, and a seemingly endless array of... Read more »
September 13, 2016 by Brian Cantor

PERFORMANCE & METRICS

brian
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores... Read more »
September 27, 2016 by Brian Cantor
brian
From "best-in-class" call center, to best use of voice of the customer, to best training... Read more »
July 10, 2016 by Brian Cantor
brian
Looking at nine ways to thrive amid an evolving contact center environment, including balancing... Read more »
June 21, 2016 by Brian Cantor

AGENT ENGAGEMENT

Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 23, 2016 by Brian Cantor
Mcdonald's Logo
Think agent engagement is nothing more than a hollow, feel-good endeavor? Learn from McDonald... Read more »
May 24, 2016 by Brian Cantor
brian
I encounter so many flippant customer service representatives who could not care less about their... Read more »
May 17, 2016

TOOLS & TECHNOLOGIES

Brian John Salesforce
This video interview empowers you to join the ranks of the disruptors by making connected,... Read more »
June 24, 2016 by Brian Cantor
Overcoming TCPA: Steps to Eliminate Risks, Reap Customer Experience Rewards
This whitepaper presents an alternative approach to mitigating the risk for violating TCPA. Upon... Read more »
February 3, 2016
brian
Four initiatives that can help your organization create the effortless, omni-channel, customer-... Read more »
December 14, 2015 by Brian Cantor

CUSTOMER INSIGHTS & ANALYTICS

Revealed: 5 Most Important Elements Of A Customer Interaction
This article reveals the most common reasons businesses engage customers -- and the 5 factors that... Read more »
March 17, 2016 by Call Center IQ
Jim Moylan
If you want to achieve more in your mission of health care, you have to be really smart about the... Read more »
February 1, 2016 by Jim Moylan
Jim Moylan
Are you a high energy, results driven contact center leader? Do you have proven BPO experience... Read more »
January 25, 2016 by Jim Moylan

SOCIAL, MOBILE & WEB

brian
We compare how Amazon and Jet support customers via web, voice and social channels.
September 6, 2016 by Brian Cantor
JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel... Read more »
August 2, 2016 by James Wilson
brian
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management... Read more »
July 19, 2016 by Brian Cantor

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