Customer management is all about managing the relationships you have with your customers. Find and read customer management articles and call center articles on Customer Management IQ to enhance your customer service.
A more effective way to encourage your employees to deliver great customer experiences.
Do I expect perfection in a customer service environment? Of course not! Do I expect the business and its agents to wholeheartedly strive for customer satisfaction? You better believe it! When communicating their pursuit of customer satisfaction, here are some things customer-centric agents never forget or ignore.
This article reveals the most common reasons businesses engage customers -- and the 5 factors that most notably contribute to the success of those interactions.
Deriving lessons -- and best practices -- from Apple's new customer service Twitter account.
Your strategy for handling customer complaints must include these six tenets.
And you thought a broken guitar was bad...
If your brand wants to project customer centricity, it needs customer-centric agents. Here are five ways to determine whether they fit the bill.
What started as a customer service horror story turned into a shining example of customer-centric agent performance.
Here are three customer management focuses that are presently "hot" for call center/CX professionals -- and two that are definitely not.
Three customer service stories: A warm Zappos tale, a violent incident at Burger King, and an update on the rise of omni-channel commerce.