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

Recent
Features
Latest
Events
Join
Today
Advertise
with Us

FEATURED CONTENT

The Art of Data in Today's Customer-Centric World  

Drawing on his personal experience working with organizations like Microsoft, Samsung and Intel, former New York Times Data Artist in Residence reveals the key to data design in today's customer-centric environment. Learn more »
August 26,2014 by Hannah Hager 

The 3 Es – How To Drive Agent Performance, Improve the Support Experience  

Rely on The 3 Es to drive successful agent and customer experiences. Learn more »
August 26,2014 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

  • GDI APAC 2014
    September 10 -11 , 2014,
    Amara Sanctuary Resort Sentosa, Singapore
  • Night Vision and Thermal Optics
    September 15 -17 , 2014,
    Pestana Chelsea Bridge Hotel and Spa, London, United Kingdom
  • 11th Annual Military Airlift
    September 16 -18 , 2014,
    Kensington Close Hotel, London, United Kingdom
  • Safe Cities International
    September 16 -18 , 2014,
    Millennium Gloucester Hotel, London, United Kingdom
  • Smart Data for Government
    September 22 -24 , 2014,
    London Marriott Hotel Kensington, London, United Kingdom
  • Infantry Weapons & Support Systems 2014
    September 22 -24 , 2014,
    Grand Connaught Rooms, London, United Kingdom

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 

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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

The 3 Es – How To Drive Agent Performance, Improve the Support Experience  

Rely on The 3 Es to drive successful agent and customer experiences. Learn more »
August 26,2014 by Brian Cantor 

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 

CUSTOMER INSIGHTS & ANALYTICS

The Art of Data in Today's Customer-Centric World  

Drawing on his personal experience working with organizations like Microsoft, Samsung and Intel, former New York Times Data Artist in Residence reveals the key to data design in today's customer-centric environment. Learn more »
August 26,2014 by Hannah Hager 

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 

SOCIAL, MOBILE & WEB

4 Facts About the Omni-Channel Customer Service Revolution  

Here are four facts about the state of the omni-channel customer service revolution. Learn which channels businesses prefer, which element of omni-channel they consider paramount, how urgently they plan to improve and how they say "no" to customers. Learn more »
August 21,2014 by Brian Cantor 

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 

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