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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

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 

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 

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

If You're Easily Offended, Don't Offend Your Customers First  

There is a difference between a disrespectful customer and a disrespected customer. If agents are given leeway to hang up the phone on certain customers, they need to be certain the customer falls exclusively into the former category. Learn more »
June 19,2014 by Brian Cantor 

Call Center Week: Customer Satisfaction, Experience Consistency are Top Priorities  

In a brand new feature, we conducted live polling of the more than 1800 attendees at the 15th Call Center Week. Included in this article are their answers to questions about call center priorities and management strategies. Learn more »
June 17,2014 by Call Center IQ 

Call Center: What's the Point?  

Why bother investing in the call center? What truly matters when measuring performance? Learn more »
May 29,2014 by Brian Cantor 

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

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 

A Fractured Customer Experience  

In attempting to provide multi-channel customer care, there is a good chance you have created a FRACTURED EXPERIENCE. This complimentary whitepaper arms you with research on what multi-channel customers are demanding - and how you can deliver it seamlessly. Learn more »
May 14,2014 by IQPC 

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