Recent experiences with Discover and HP reveal that even the warmest, most helpful interactions can turn sour if the brand attempts to skip to the finish. Full Article »
This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcome the common misperception that empathetic agents are giving away the farm.
• Taking a different approach to quality and embracing it with your Full Video »
Customer Management IQ's UK editor Helen Winsor recently conducted a "quickfire" interview podcast with five of the top speakers on the upcoming Customer Experience Management for Utilities conference. That event takes place April 28-29, 2013 in London. Featured on this podcast: Tim Hughes, CCO, Welsh Water Huge Harding, Head of Retail and Full Podcast »
With identity theft and consumer fraud rising, and more frequent and sizable data breaches in the news, financial institutions need to work harder than ever to protect their customers and their business. According to a 2014 Javelin Strategy & Research Study, there is a new victim of fraud every two seconds – and that’s just in the Full Whitepaper »