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.
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.
Smiley faces on receipts. Chocolates on hotel pillows. "Have a nice day" on invoices. These simple gestures make customers happier while driving more profit for your business!
A more effective way to encourage your employees to deliver great customer experiences.
Do I expect perfection in a customer service environment? Of course not! Do I expect the business and its agents to wholeheartedly strive for customer satisfaction? You better believe it! When communicating their pursuit of customer satisfaction, here are some things customer-centric agents never forget or ignore.
This article reveals the most common reasons businesses engage customers -- and the 5 factors that most notably contribute to the success of those interactions.
Deriving lessons -- and best practices -- from Apple's new customer service Twitter account.
Your strategy for handling customer complaints must include these six tenets.
And you thought a broken guitar was bad...
If your brand wants to project customer centricity, it needs customer-centric agents. Here are five ways to determine whether they fit the bill.