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UPCOMING WEBINARS

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  • Phone Isn’t Dead: Omni-Channel CRM Needs the Human Touch Watch now »

UPCOMING EVENTS

CUSTOMER EXPERIENCE

Zappos’ Warm Interaction, Customers Attack Burger King Employee, Unified Commerce  

Three customer service stories: A warm Zappos tale, a violent incident at Burger King, and an... Read more »
January 22,2016 by Brian Cantor 

2016 CX Trends Report  

January 15,2016 by IQPC 

PERFORMANCE & METRICS

Associate Director, Vendor Management - Telecommute  

If you want to achieve more in your mission of health care, you have to be really smart about the... Read more »
February 02,2016 by Jim Moylan 

Workforce Traffic Business Analyst - Phoenix, AZ  

Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We... Read more »
January 19,2016 by Jim Moylan 

Call Flow Analyst - Workforce Management Unit  

Call Flow Analysts assist management in ensuring superior customer service and cost-effective... Read more »
December 08,2015 by Jim Moylan 

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AGENT ENGAGEMENT

Lessons From CCW Winter: What's Hot, What's Not in Customer Management  

Here are three customer management focuses that are presently "hot" for call center/CX... Read more »
February 02,2016 by Brian Cantor 

3 "Work From Home" Trends For Contact Centers  

What is the state of the "work from home" model? Here are three trends regarding the use... Read more »
January 12,2016 by Michele Rowan 

Standing Behind Agents Who Make Mistakes  

Ultimately, I was left with a simple line of questioning: are today’s businesses standing behind... Read more »
January 08,2016 by Brian Cantor 

TOOLS & TECHNOLOGIES

2016 Is Here: 4 Ways To Reduce Effort & Enhance The Customer Experience  

Four initiatives that can help your organization create the effortless, omni-channel,... Read more »
December 15,2015 by Brian Cantor 

Infographic: 5 Facts About Contact Centers in the Cloud  

The hype is immense. The adoption is rising. Is the technology delivering? This infographic... Read more »
September 18,2015 by IQPC 

CUSTOMER INSIGHTS & ANALYTICS

Associate Director, Vendor Management - Telecommute  

If you want to achieve more in your mission of health care, you have to be really smart about the... Read more »
February 02,2016 by Jim Moylan 

Contact Center Sales Director - Tuscon, AZ  

Are you a high energy, results driven contact center leader? Do you have proven BPO experience... Read more »
January 26,2016 by Jim Moylan 

Aligning the C-Suite, Contact Center Culture and Voice of the Customer (Crisis Response Network Interview)  

Achieving alignment between the voice of the customer, contact center culture, and the C-suite... Read more »
November 20,2015 by Brian Cantor 

SOCIAL, MOBILE & WEB

2015 Executive Report on the Omni-Channel Contact Center  

Call Center IQ's Executive Report on the Omni-Channel Contact Center is here. Grab your... Read more »
November 02,2015 by IQPC 

14 Key Findings About The Omni-Channel Contact Center  

Preview our 2015 Executive Report on the Omni-Channel Contact Center with 14 of our key research... Read more »
October 23,2015 by IQPC 

Amazon Sues Over Fake, Solicited Reviews; 5 Customer Experience Takeaways  

What customer experience lessons can we learn from Amazon's war on phony product reviews?... Read more »
October 20,2015 by Brian Cantor 

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