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Recent
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Today
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FEATURED CONTENT

Director, Call Center Technology Solutions  

The Director of Call Technology Solutions will identify and drive innovative technology solutions including Social Media, IVR, SMS, Chat, Co-Browse,... Learn more »
June 30,2015 by Jim Moylan 

UPCOMING WEBINARS

  • Multichannel Analytics -- You Can't Leverage The Technology Without People and Process Register now »
  • Building Your Customer Service Strategy for the Post-Voice Era Watch now »
  • Roundtable: How to Create an Omni-Channel Contact Center Watch now »
  • Customer Interaction Analytics is the 'New Black' Watch now »

UPCOMING EVENTS

CUSTOMER EXPERIENCE

Director of Program Management, Voice of the Customer  

The Director of Program Management, Voice of the Customer (this is an individual contributor role)... Learn more »
June 09,2015 by Jim Moylan 

Customer Service Interactions: The 5 Most Important Factors  

We asked customer experience, contact center and operations professionals to identify the 5... Learn more »
May 19,2015 by Brian Cantor 

7 Steps for Handling Rude or Angry Customers  

A “rude” customer is not an inherently lesser customer. He is simply a more burdensome one for the... Learn more »
May 13,2015 by Brian Cantor 

PERFORMANCE & METRICS

2015 Call Center Week Award Winners Revealed  

2015 Call Center Week Award Winners Revealed: Whose call centers are the world's best call... Learn more »
June 23,2015 by Call Center IQ 

VP, Managed Care Operations - Eden Prairie, MN  

The OptumCare National Vice President of Managed Care Operations will be the senior executive... Learn more »
June 19,2015 by Jim Moylan 

5 Most Important Elements of the Contact Center  

Which aspects of the contact center most notably impact success? Which are less relevant? Get the... Learn more »
June 11,2015 by IQPC 

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AGENT ENGAGEMENT

Call Center Week Preview: 5 Pressing Customer Experience Questions We Need Answered  

Call Center Week is just a few days away. Here are 5 customer experience/contact center questions... Learn more »
June 09,2015 by Brian Cantor 

5 Things Agents Should Never Have to Say  

Agents often say the wrong thing. They are not always to blame.... Learn more »
April 30,2015 by Brian Cantor 

Exceptional Employees Create Exceptional Experiences  

When the agent cares, the customer ends up satisfied.... Learn more »
March 26,2015 by Jason Price 

TOOLS & TECHNOLOGIES

CCIQ Presents: Executive Report on Cloud Contact Center Technology  

Call Center IQ's Executive Report on Cloud Contact Center Technology is now available as a... Learn more »
June 22,2015 by IQPC 

Cloud as a Journey: The Reality of Cloud-Based Solutions in Contact Centres  

This White Paper is an objective view of the current use of cloud-based contact centres, as well... Learn more »
May 26,2015 by IQPC 

5 Key Takeaways from the Future Contact Center Summit  

When it comes to the future of the contact center, technology is only one piece of the puzzle.... Learn more »
February 05,2015 by Brian Cantor 

CUSTOMER INSIGHTS & ANALYTICS

5 Words that Describe the Best Customer Service  

These five simple words describe the best possible customer service.... Learn more »
June 30,2015 by Brian Cantor 

Call Center Week: Little Advocacy for Net Promoter Score  

Some contact center leaders are not using NPS because their organizations are opposed to change.... Learn more »
June 25,2015 by Brian Cantor 

Do You Know Better Than Your Customers?  

Can ignoring your customer's preference actually be the MORE customer centric approach?... Learn more »
June 04,2015 by Brian Cantor 

SOCIAL, MOBILE & WEB

Director, Call Center Technology Solutions  

The Director of Call Technology Solutions will identify and drive innovative technology solutions... Learn more »
June 30,2015 by Jim Moylan 

ESPN, Car Towing and Yelp Reviews: Do Customers Hate Other Customers?  

Social media is often viewed as a tool for empowering customers against businesses. Recent... Learn more »
April 21,2015 by Brian Cantor 

I Don't Really Want to Call You  

When I aggressively press 0 to reach an operator, what am I truly communicating?... Learn more »
April 16,2015 by Brian Cantor 

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