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.
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.
“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?
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.
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.
CCIQ’s Lisa Schulman recently interviewed five C-level customer management executives. Learn how these accomplished professionals are empowering their contact centers -- and organizations
In this exclusive interview, Christopher Rainsforth, Development Manager, Forum's Community, provides insight into data management and its role in customer contact.
We asked contact center professionals to identify the top "themes" for the future of the contact center. Here are their answers.
Are you as tired of these cliche customer experience topics as I am?
Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality they must possess!