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

Recent
Features
Latest
Events
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Today
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FEATURED CONTENT

Winter Warning: JetBlue's Customer Experience Fails When it Counts  

They say true winners emerge as victors even when their backs are against the wall. If that is the case, JetBlue is not the customer experience... Learn more »
January 27,2015 by Brian Cantor 

Customer Management Lessons from "Seinfeld" - Part Six  

The series continues with a look at three customer experience-oriented episodes of "Seinfeld."... Learn more »
January 15,2015 by Brian Cantor 

UPCOMING WEBINARS

  • Roundtable: How to Create an Omni-Channel Contact Center Watch now »
  • Customer Interaction Analytics is the 'New Black' Watch now »

UPCOMING EVENTS

CUSTOMER EXPERIENCE

Winter Warning: JetBlue's Customer Experience Fails When it Counts  

They say true winners emerge as victors even when their backs are against the wall. If that is the... Learn more »
January 27,2015 by Brian Cantor 

Customer Management Lessons from "Seinfeld" - Part Six  

The series continues with a look at three customer experience-oriented episodes of... Learn more »
January 15,2015 by Brian Cantor 

What is the Point of Customer Service?  

More broadly, it made me question how today’s businesses—and their agents—even define the purpose... Learn more »
January 13,2015 by Brian Cantor 

PERFORMANCE & METRICS

Contact Center Metrics Scorecard  

Here is a look at how contact centers are currently performing against key metrics and where they... Learn more »
December 04,2014 by IQPC 

The Business Case for Contact Center Performance Management  

Modern contact center performance management systems can rapidly assemble information and deliver... Learn more »
December 02,2014 by IQPC 

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AGENT ENGAGEMENT

3 Examples Proving Employees Make the Customer Experience  

If agent intricacies can alter the customer experience in *that* environment, they can do so in... Learn more »
January 08,2015 by Brian Cantor 

How to Recruit the Perfect Agent  

This white paper looks at three ways in which you can enhance your recruitment process, and shows... Learn more »
November 06,2014 by IQPC 

TOOLS & TECHNOLOGIES

CCIQ Presents: Executive Report on the Future of the Contact Center  

From questions of performance metrics, to contact center hierarchy, to omni-channel capability, to... Learn more »
December 19,2014 by IQPC 

Quick Look: 5 Key Findings About the Future of the Contact Center  

As a preview of our upcoming Executive Report on the Future of the Contact Center, Call Center IQ... Learn more »
December 12,2014 by IQPC 

Marketing vs. Customer Service vs. IT vs. Operations: Who "Owns" the Contact Center? Who Will?  

On the other hand, it also reflects a fairly orthodox view of today’s contact center function. An... Learn more »
November 25,2014 by Brian Cantor 

CUSTOMER INSIGHTS & ANALYTICS

The US Inner Circle Guide to Customer Contact Analytics 2014  

An in-depth industry look at how customer analytics can be used to influence cost, profitability... Learn more »
January 09,2015 by IQPC 

Current Analysis: Pushing the Envelope with a Real-Time Customer Engagement Platform  

Current Analysis' research-driven look at how a real-time engagement platform impacts the call... Learn more »
January 08,2015 by IQPC 

How to Use Your Customer Data to Improve Your Customer Experience  

Customers are telling you exactly how to win and keep them. They share their data willingly, in... Learn more »
December 10,2014 by IQPC 

SOCIAL, MOBILE & WEB

Professor vs. Chinese Restaurant: Customer Engagement in the Social Era  

The debate between a Harvard Business School professor and a Chinese restaurateur provides... Learn more »
December 11,2014 by Brian Cantor 

Uh-Oh: I Can't Engage Customers in Every Channel -- Is All Hope Lost?  

It is an omni-channel world. So what is a business to do when it cannot actually engage customers... Learn more »
October 16,2014 by Brian Cantor 

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