Articles

Welcome to CCIQ's articles section, featuring everything from interviews with contact center leaders, to new customer experience research, to rants (and raves) about customer service at the top brands.

1148 article results
of 114
December 5, 2016 by
Mrs. Fields reveals why "good enough never is" when it comes to life and business. She also discusses how all brands -- even those not selling "delightful" items like cookies -- can elevate customer loyalty.
November 29, 2016 by Brian Cantor
brian
“If I were to do that, I would be fired.” Is there a more frustrating thing to hear when interacting with a customer service representative? Is there a more illogical thing to hear?
November 14, 2016 by Brian Cantor
Debbie Fields
To me, the greatest measure of success was never found in a cash register, but instead on the most important measure of all: a customer’s smile. Debbi Fields (aka "Mrs. Fields") shares her insights in this exclusive CCIQ interview.
November 7, 2016 by Zach Weiner
Zach Weiner
There is no shortage of leaders in this space on Twitter. At Call Center IQ, we follow a large number of these influencers and have certainly benefited from both their insights and content.
November 2, 2016 by Lisa Schulman
Lisa Schulman
CCIQ’s Lisa Schulman recently interviewed five C-level customer management executives. Learn how these accomplished professionals are empowering their contact centers -- and organizations
October 31, 2016 by Call Center IQ
Call Center IQ
In this exclusive interview, Christopher Rainsforth, Development Manager, Forum's Community, provides insight into data management and its role in customer contact.
Tags:
October 31, 2016 by Brian Cantor
brian
We asked contact center professionals to identify the top "themes" for the future of the contact center. Here are their answers.
October 24, 2016 by Brian Cantor
brian
Are you as tired of these cliche customer experience topics as I am?
October 18, 2016 by Brian Cantor
brian
Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality they must possess!
October 11, 2016 by James Wilson
JamesWilson
It is important for enterprises with customer service operations to look for ways to reduce friction. Customers want to move between chat, voice, email, SMS without having to repeat their situation every time.
Tags: Omnichannel
1148 article results
of 114