What would you like to do on
Call Center IQ today?
Recent
Features
Latest
Events
Join
Today
Advertise
with Us

What would you like to do on Call Center IQ today?

Recent
Features
Latest
Events
Join
Today
Advertise
with Us

FEATURED CONTENT

The Danger of Outsourcing + 3 Ways to Protect Yourself  

Against the backdrop of Kodak's fall from grace, Mitchell Osak examines the dangers of outsourcing and provides three ways to build a line of defense. Learn more »
August 19,2014 by Mitchell Osak 

What to Do - And What Not To Do - In Today's Age of the Customer  

Creating great products—and providing great telephone support for those products—is no longer enough. To establish a competitive advantage and garner loyalty, businesses must demonstrate their commitment to the customer at every touch point and at every moment of the lifecycle. Learn more »
August 14,2014 by IQPC 

UPCOMING WEBINARS

  • How Better Coaching Can Help Break Your CSAT Ceiling Watch now »
  • Case Study: How The Boston Globe Transformed its Customer Experience Watch now »

UPCOMING EVENTS

CUSTOMER EXPERIENCE

What to Do - And What Not To Do - In Today's Age of the Customer  

Creating great products—and providing great telephone support for those products—is no longer enough. To establish a competitive advantage and garner loyalty, businesses must demonstrate their commitment to the customer at every touch point and at every moment of the lifecycle. Learn more »
August 14,2014 by IQPC 

Word of Mouth: Give Customers Something to Talk About  

Successful businesses harness the power of word of mouth. Tapping into that power requires paying vast attention to the customer experience. Learn more »
August 07,2014 by John Tschohl 

Don't Treat Your Customers Like "Leftovers"  

Rewarding loyal customers is not the way the world works. But it needs to be. Learn more »
August 05,2014 by Brian Cantor 

PERFORMANCE & METRICS

The Danger of Outsourcing + 3 Ways to Protect Yourself  

Against the backdrop of Kodak's fall from grace, Mitchell Osak examines the dangers of outsourcing and provides three ways to build a line of defense. Learn more »
August 19,2014 by Mitchell Osak 

4 Stupid Call Center Mistakes  

Here are four of the most stupid things call centers do...along with some suggestions to avoid such idiocy. Learn more »
June 24,2014 by Greg Levin 

Call Center Week Awards: Who Runs The World's Best Call Centers?  

Call Center Excellence Award Winners: which companies and professionals run the best call centers in the world? Learn more »
June 17,2014 by Brian Cantor 

Get the latest Call Center IQ news and Updates

Connect with your peers
Already a member? Sign In to complete your profile or Become a Member today!

AGENT ENGAGEMENT

Breaking the CSAT Ceiling  

This whitepaper details three simple ways to coach your teams and get real and sustained impact on your KPIs without additional coaching time. Learn more »
July 29,2014 by IQPC 

Guide to Call Center Week (Part 1): Making the Most of Zappos, Visa Keynotes  

Make the most of the Call Center Week presentations from Zappos, Visa, Vistaprint and many more! Learn more »
June 06,2014 by Brian Cantor 

Debunking Myths Regarding Happy Agents and Happy Customers  

"Happy agents = happy customers" has become a cornerstone of strategy within contact centers – and within businesses at large. With the rise of its acceptance, however, has come a rise in misunderstanding. Learn more »
May 08,2014 by Brian Cantor 

TOOLS & TECHNOLOGIES

Executive Brief: Cloud-based Call Centers Offer New Freedom and Innovation for Businesses  

Owning or managing a business often attracts people who want independence—especially from increasingly irrelevant constraints such as location or the availability of office space. That’s why some of these entrepreneurs are exploring cloud-based VoIP technology, which gives owners and workers alike the freedom to work from virtually anywhere with an Internet connection. Learn more »
July 29,2014 by IQPC 

6 Reasons Your Call Center Should Introduce a Unified Agent Desktop  

From reduced average handle time to improved FCR and customer satisfaction, a unified agent desktop will bless your call center with significant benefits. Learn more »
May 06,2014 by Greg Levin 

Virgin Atlantic Case Study: Can Wearable Tech Improve the Customer Experience?  

Virgin Atlantic recently tested the impact of wearable technology on its agent and customer experiences. Take a look at the findings -- and learn how your organization can leverage such technology to overcome challenges in agent performance and customer satisfaction. Learn more »
May 06,2014 by Adele Halsall 

CUSTOMER INSIGHTS & ANALYTICS

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. Learn more »
June 17,2014 by IQPC 

2020 Vision: Meet the Contact Center of the (Near) Future  

How are businesses constructing their call centers--and customer experiences--to assure success in the marketplace of the future? Read this complimentary report! Learn more »
April 11,2014 by IQPC 

SOCIAL, MOBILE & WEB

Omni-Channel: The Game is Changing  

More than merely applicable to channel engagement strategy, the seemingly inescapable gap between thinking and doing serves to uniquely complicate the matter for those businesses aiming to stay ahead of the curve and on the pulse of customer demand. Learn more »
August 14,2014 by Brian Cantor 

Customer Management Lessons from "Seinfeld" - Part Five  

Classic "Seinfeld" episodes "The Virgin," "The Pick" and "The Outing" provide relevant insights for customer service professionals. Learn more »
August 07,2014 by Brian Cantor 

Is the "Call Center" Dead?  

Is it time we say goodbye to the "call center?" Learn more »
July 29,2014 by Brian Cantor 

Advertise With Us

Join the Call Center IQ Community