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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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with Us

FEATURED CONTENT

CareerBuilder on Tech Support That is Personal, Customer-Centric and Valuable  

In this exclusive Call Center IQ podcast, CareerBuilder's Eric Newton reveals how his organization is working to create the personal, productive, customer-centric support function of the future Learn more »
September 09,2014 by  

UPCOMING WEBINARS

  • How Better Coaching Can Help Break Your CSAT Ceiling Watch now »

UPCOMING EVENTS

CUSTOMER EXPERIENCE

What "Normal" People Think About Customer Service  

If you're reading Call Center IQ, you know what customer service thought leaders, analysts and practitioners think matters. Today, let's look at 4 things of important to the "normal" people you will actually be serving in your contact centers. Learn more »
September 04,2014 by Brian Cantor 

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 

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

3 Ways to Make Call Center Training More Engaging  

Here are a few ideas that will keep engagement at the center of your training and onboarding strategies. Learn more »
September 09,2014 by Mitch Causey 

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 

TOOLS & TECHNOLOGIES

CareerBuilder on Tech Support That is Personal, Customer-Centric and Valuable  

In this exclusive Call Center IQ podcast, CareerBuilder's Eric Newton reveals how his organization is working to create the personal, productive, customer-centric support function of the future Learn more »
September 09,2014 by  

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 

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

CCIQ Presents: 2014 Executive Report on the Omni-Channel Customer Experience  

This report, which draws upon insights from Call Center IQ’s annual study and expertise from seven experts with diverse backgrounds and varying ideologies, uncovers a course of action that will allow businesses to not only patch the holes in their multi-channel template but redraw the lines of their business to meet the demands of the omni-channel marketplace – and the omni-channel customer. Learn more »
September 05,2014 by IQPC 

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 

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