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.
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.
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?
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?
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.
We compare how Amazon and Jet support customers via web, voice and social channels.
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.
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
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!
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?
You've surely heard the term "customer engagement journey." But what exactly does it mean? It's time to find out!