Articles

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.

1136 article results
of 113
September 27, 2016 by Brian Cantor
brian
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores compatible with today’s aim of omni-channel, effortless, customer-centric experiences.
September 20, 2016 by Zach Weiner
Zach Weiner
What if you don’t have any competitors? What if you have a monopoly on the market you work in? Are you then obligated to have provide “good” customer service?
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September 13, 2016 by Brian Cantor
ESPN Fantasy
ESPN's Fantasy Football platform went down this weekend, and a seemingly endless array of customers Tweeted its frustration. Did these "users" have the right to be upset?
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September 13, 2016 by James Wilson
JamesWilson
In this always-on age, your company’s door is always open, and customers may choose to contact you through any support channel you’re willing to provide—including email, phone, web chat, social media, IoT, Chat-bots, and self-service IVRs.
September 6, 2016 by Brian Cantor
brian
We compare how Amazon and Jet support customers via web, voice and social channels.
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August 30, 2016 by Brian Cantor
Sue Martin
All customers are not identical. We remember this reality when developing outbound marketing and sales strategies. We need to stop forgetting it when providing customer service.
August 23, 2016 by Brian Cantor
Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 16, 2016 by Brian Cantor
brian
What do Kramer's feud with a cable guy, funny bottles of barbecue sauce and stolen Friars club jackets say about customer service? Part 11 of our "Lessons From Seinfeld" series has the answers!
August 9, 2016 by Zach Weiner
Zach Weiner
There are countless customer service books in the market, ready to help you mobilize your team and achieve your present and future objectives but there are so many! Which ones should you start with?
August 2, 2016 by Call Center IQ
Call Center IQ
You've surely heard the term "customer engagement journey." But what exactly does it mean? It's time to find out!
1136 article results
of 113