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.
What is it about a dive bar that keeps its customers coming back? Why is this type of place the first thought that crosses my mind to bring my friend who is back in the U.S. for the first time in almost a year? I think this situation speaks volumes about customers creating their own experience
This video interview empowers you to join the ranks of the disruptors by making connected, personalized service your key competitive differentiator.
Looking at nine ways to thrive amid an evolving contact center environment, including balancing efficiency and efficacy, truly driving agent happiness, humanizing digital channels, leveraging the voice of the customer, and determining whether "culture" is about the team or the individual.
Understanding your customers is highly important when it comes to product development, marketing, and sales. Yet, it’s equally as important to get inside your customers’ minds to decipher their behaviors and determine what they need and want in terms of service
A Soccer club in New York City must decide: is a customer always right when rules are being broken?
CCIQ's annual survey reveals the Top 5 contact center performance priorities. Some of them may surprise you!
How "vanilla yogurt" can directly and indirectly create happier customers.
You’re told the customer is always right. You know that the customer is not literally always right. How do you account for those conflicting notions?
Think agent engagement is nothing more than a hollow, feel-good endeavor? Learn from McDonald's...and think again!
I encounter so many flippant customer service representatives who could not care less about their companies’ long-term health. It was so uplifting to see an employee – one who is not even officially tasked with “customer service” – take such ownership in the customer experience.