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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

Case Study: Global Multi-Channel Customer Care  

How do you support callers in over 50 countries with customer care for training in the automotive industry? That’s the challenge this global organization faced. This complimentary whitepaper reveals how it overcame the challenge and achieved some impressive results. Learn more »
April 24,2014 by IQPC 

Cloud-Based Contact Center Market Report  

A state of the cloud-based contact center market, including details on the pros of going to the cloud, the changing (heightening) expectations of the market and the solutions that can help get the job done. Learn more »
April 24,2014 by IQPC 

UPCOMING WEBINARS

  • Customer Satisfaction Summit: Driving Customer Satisfaction from the Call Center Watch now »
  • 2014 Call Center & Customer Service Trends: Debunking Myths, Uncovering Opportunities Watch now »
  • 5 Ways to Engage & Retain Your Call Center Agents Watch now »
  • 2014 Contact Center Trends: 14 Trends You Need to Know Now Watch now »

UPCOMING EVENTS

PERFORMANCE & METRICS

H&R Block, HBO Make the Customer Experience Difficult Even When it is Easy  

Let's face it - creating an exceptional customer experience is not the easiest of tasks. But it can be -- especially on certain days and in certain circumstances. That concept somehow eluded organizations like H&R Block and HBO. Learn more »
April 17,2014 by Brian Cantor 

6 Things Call Centers Should Do; 6 Things They Will Do in 2014-15  

When it comes to customer service, the average organization is excelling at the “thinking” part. The average organization is not, however, excelling at the “doing” part. Here are 6 things call centers know they SHOULD do...and 6 things they WILL do over the next 6-18 months. Learn more »
April 08,2014 by Brian Cantor 

Escaping the Customer Service Dilemma  

How You Can Make Customers Happy, Make Your Support Reps More Effective, and Cut Costs—All At The Same Time? This is not a trick question - there IS a way to overcome the customer service dilemma. Learn more »
April 04,2014 by IQPC 

CUSTOMER SATISFACTION

Spirit Airlines Addresses Customer Complaints  

Is the goal of customer management to all at once be everything to all customers? Or is it to consistently deliver on the specific promise a business makes to its specific customer base? Learn more »
April 24,2014 by Brian Cantor 

6 Pillars of a Successful Customer Experience Strategy  

Featuring insights from expert thought leaders and utilities industry specialists, this guide reveals the six core pillars of a successful customer experience. Relevant for utilities and non-utilities readers alike, it is your gateway to creating a customer-centric experience. Learn more »
April 22,2014 by Call Center IQ 

26 Tips for Creating an Exceptional Customer Experience  

The goal when creating a winning customer experience is not to be satisfactory; it is to be exemplary. To get started, incorporate the following 26 tips. Learn more »
April 15,2014 by Alex Holderness 

AGENT ENGAGEMENT

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 

6 Ingredients of a Winning Culture  

Through consulting to a variety of sectors, I have identified six ingredients of winning cultures. Learn more »
April 03,2014 by Mitchell Osak 

GrubHub, Zappos, Google Talk Culture in Customer Service  

Since "happy agents yield happy customers," we figured it would be interesting to find out how companies like Google, GrubHub, MGM and Zappos feel about creating agent happiness. Learn more »
April 01,2014 by Call Center IQ 

TOOLS & TECHNOLOGIES

Cloud-Based Contact Center Market Report  

A state of the cloud-based contact center market, including details on the pros of going to the cloud, the changing (heightening) expectations of the market and the solutions that can help get the job done. Learn more »
April 24,2014 by IQPC 

3 Ways IVRs Will Get Better, 3 Obstacles That Inhibit Success  

Entitled "Enabling Technology Assessment: Hosted Interactive Voice response," this free report from Frost & Sullivan not only benchmarks the state of IVR but reveals 3 reasons why the form of call center technology will improve and three obstacles that could prevent organizations from unlocking IVR's truest potential. Learn more »
April 24,2014 by IQPC 

Don't Let the TCPA Cripple Your Modern, Multi-Channel Contact Center  

This exclusive Call Center IQ podcast, featuring Chad McCormick and Bobbi Chester of Interactive Intelligence, reveals the new ways TCPA is impacting call centers and how businesses need to adapt to not only survive in the present but thrive in the future. Learn more »
April 22,2014 by  

CUSTOMER INSIGHTS & ANALYTICS

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 

Q&A: Cisco on Building Customer Service DNA  

Read this Q&A to learn how the man dubbed Cisco's "ultimate customer advocate" goes about constructing customer service DNA. Learn more »
April 10,2014 by Helen Winsor 

SOCIAL, MOBILE & WEB

Case Study: Global Multi-Channel Customer Care  

How do you support callers in over 50 countries with customer care for training in the automotive industry? That’s the challenge this global organization faced. This complimentary whitepaper reveals how it overcame the challenge and achieved some impressive results. Learn more »
April 24,2014 by IQPC 

Can Mobile Customer Service Be a Game Changer?  

When it comes to the mobile experience, you might think that customers don’t really care. But they do care, and in fact, customer service should be an essential part of your mobile strategy. Make no mistake. Mobile customer care is a game changer. Learn more »
April 23,2014 by Mark Clark 

4 Ways to Drive a Digital Transformation in Your Organization  

Research shows that digitally transforming a customer interaction or operational process can significantly improve bottom-line performance and enhance competitiveness. Here are four steps for getting started. Learn more »
April 15,2014 by Mitchell Osak 
Anyone know which companies are handling 50,000 or even 75,000+ calls per day?

Where can I find a recorded customer management webinar?

I would like to offer my book for review and possible inclusion/mention on this website. The title is: "Earn More Tips On Your...

I would like to offer my book for review and possible inclusion/mention on this website.

My call centre handles 400 to 500 calls a day.

Anyone know which companies are handling 50,000 or even 75,000+ calls per day?




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