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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

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 as the experience, plans and attitudes of UK... Learn more »
May 26,2015 by IQPC 

3 Simple Ways to Increase Customer Loyalty  

A business cannot create the perfect experience overnight. Through three simple and painless processes, that business can, however, dramatically—and... Learn more »
May 26,2015 by Brian Cantor 

UPCOMING WEBINARS

  • Multichannel Analytics -- You Can't Leverage The Technology Without People and Process Register 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

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 

Comcast Vows to Focus on the Customer Experience; 4 Requests  

As Comcast prepares to dedicated hundreds of millions of dollars and thousands of employees to... Learn more »
May 07,2015 by Brian Cantor 

PERFORMANCE & METRICS

Meet This Year's Call Center Week Awards Finalists  

The Call Center Week Excellence Awards finalists have been revealed. Which organizations and... Learn more »
May 15,2015 by Call Center IQ 

Turning Customer Complaints into Improved Service Performance  

Why not take a look at some practical steps to achieving service improvement results and see why... Learn more »
February 03,2015 by Jason Price 

Contact Center Metrics Scorecard  

Here is a look at how contact centers are currently performing against key metrics and where they... Learn more »
December 04,2014 by IQPC 

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AGENT ENGAGEMENT

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 

7 Things Good Contact Center Agents Do (That Bad Ones Don't)  

How does a contact center agent demonstrate his customer-centricity (or lack thereof)?... Learn more »
February 26,2015 by Brian Cantor 

TOOLS & TECHNOLOGIES

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 

Sr. Telephony Support Analyst - Centennial, CO  

UnitedHealth Group is a company that's on the rise. We're expanding in multiple... Learn more »
May 18,2015 by Brian Cantor 

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

3 Simple Ways to Increase Customer Loyalty  

A business cannot create the perfect experience overnight. Through three simple and painless... Learn more »
May 26,2015 by Brian Cantor 

3 Customer Feedback Mistakes  

"Worst practices" employed by a famous doughnut shop, a bank and an Amazon.com merchant... Learn more »
May 05,2015 by Brian Cantor 

Win Back Lost Customers - And Watch Profit Soar  

Do not sit on your hands as customers leave or threaten to leave your business. Win back their... Learn more »
April 28,2015 by John Tschohl 

SOCIAL, MOBILE & WEB

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 

Learning from WWE: Is Honesty the Most Customer Centric Policy?  

We know "honesty is the best policy." But is it the most appropriate one when a business... Learn more »
April 07,2015 by Brian Cantor 

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