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Recent
Features
Latest
Events
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Today
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FEATURED CONTENT

Learning from Comcast: Unintended Consequences or Missed Opportunities?  

The recent uproar about the cable CSR who made it inappropriately difficult for a customer to cancel got me thinking about the law of unintended consequences – and how to plan for “unintended” outcomes. Learn more »
July 24,2014 by Rick Merson 

Who Cares About Customer Satisfaction?  

By now, we all know that customer satisfaction is the most important objective for call center professionals. But how do OTHER business leaders feel about driving customer satisfaction? Here's what the research says... Learn more »
July 24,2014 by Brian Cantor 

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

Learning from Comcast: Unintended Consequences or Missed Opportunities?  

The recent uproar about the cable CSR who made it inappropriately difficult for a customer to cancel got me thinking about the law of unintended consequences – and how to plan for “unintended” outcomes. Learn more »
July 24,2014 by Rick Merson 

Who Cares About Customer Satisfaction?  

By now, we all know that customer satisfaction is the most important objective for call center professionals. But how do OTHER business leaders feel about driving customer satisfaction? Here's what the research says... Learn more »
July 24,2014 by Brian Cantor 

Call Center IQ Presents: 2014 Executive Report on the Customer Experience  

After revealing how businesses are currently performing, the free report then reveals business' plans for driving customer satisfaction. Which metrics will they use? On which elements of the customer experience will they focus? Which "best practices" will they implement to improve those customer experience elements? Which buzzworthy technologies and strategies will they continue to ignore? Learn more »
July 21,2014 by IQPC 

PERFORMANCE & METRICS

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 

2014 Executive Report on Call Center Performance, Operations and Technology  

After first revealing the profile of today’s call centers, this report then investigates how organizations are measuring—and managing— call center performance. From there, it uncovers trends in agent engagement and development, quality assurance and technology purchasing, implementation and testing before revealing how today’s call centers must transform to deliver the results for which their businesses and their customers are looking. Learn more »
June 06,2014 by IQPC 

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AGENT ENGAGEMENT

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 

Call Center Agent Checklist: 18 Steps to a Great Customer Interaction  

To transform the customer service dynamic and assure agents (and their businesses) create the right kinds of interactions, use this customer service interaction checklist. Learn more »
April 17,2014 by Brian Cantor 

TOOLS & TECHNOLOGIES

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 

Three Tips for Measuring Voice Data  

New advances in technology allow companies to effectively analyze voice interactions with customers as part of the overall data coming into the company. There are three essential success factors for businesses to consider. Learn more »
May 01,2014 by IQPC 

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

4 Social Media Trends; 3 Ways to Prepare  

Based on our research and project work, we have identified four emerging social media trends. We have also identified three ways to stay ahead of the curve. Learn more »
July 15,2014 by Mitchell Osak 

Singer Ed Sheeran's Customer Service Blunder: "Cool Story Bro"  

Ed Sheeran might be able to “Sing,” but when it comes to customer service, he definitely has no place on “The a Team.” Learn more »
July 08,2014 by Brian Cantor 

Going to Call Center Week? Here's How to Win a Surface 2 or Kindle Paperwhite!  

Calling all 15th Call Center Week Attendees (and there are more than 1800 of you!) - Here's how you can win a Surface 2 or Kindle Paperwhite while on site on the June 9 - 13 event! Learn more »
June 05,2014 by Call Center IQ 

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