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Call Center

Hint: It's Social Media, So Try Being....Social!

When no one hears a tree fall in the middle of the forest, it is fair to wonder whether the tree actually fell. Shouldn't the same apply in the world of social media?


Author: Customer Management IQ

Customer Satisfaction Is NOT Engagement

On the whole, customers are more satisfied with the service they are receiving. And yet, their loyalty to these organizations is no greater. Why? The answer is simple: customer satisfaction is not a synonym for customer engagement!

Censored Customer Management Stories Finally Exposed

I can only keep the lid on controversial and shocking contact center-related stories for so long before they start to gnaw at my conscience and disrupt my daily mid-morning and mid-afternoon naps.


Author: Greg Levin

Disney's IVR -- Ruining the Magical Customer Experience?

Disney is iconic for its commitment to a magical experience. But thanks to its IVR, it may be hurting that reputation. Here's why live reps need to remain in play for major organizations.


Author: Customer Management IQ

At Zappos, Happy Customers Come from Happy Employees

The line of customer management executives outside Jane Judd's 12th Annual Call Center Week presentation had the same excitement as a group of tweens at a Justin Bieber concert! Why? Zappos knows how to make customers happy--Judd explains!

Finally Revealed: How To Calculate Social Media ROI

Enough with the hype already--is social media going to deliver customer service ROI or not? Here's how to breakdown the costs and benefits as you build your case for (or against) social media.


Author: Customer Management IQ

Where Call Center Managers Go Wrong

In this exclusive CMIQ video interview with Blinds.com's COO, we look at a common mistake call center leaders make in managing their agents. Are you doing it right?

Featured Content
If “No Problem” is a Problem, You’ve Failed at Customer Service
Contributor: Brian Cantor
Posted: 5/15/2012

If “No Problem” is a Problem, You’ve Failed at Customer Service - Brian Cantor

If a customer service representative’s slightly-errant word choice is capable of damaging your customer experience, odds are good that the experience is already broken. Full Article »
Events related to this topic:
On Demand & Upcoming Webinars
  • Get to the Heart of the Matter – Sort through the Conversations Your Customers Are Having About You to Improve the Customer Experience Register Now »
  • Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management Watch Now »
  • From Insights to Marketing Opportunities: Targeting Consumers from Boomers to Millennials to Kids Watch Now »
  • Balancing Innovation & Quality in the Evolving Call Center Landscape Watch Now »
Latest Posts in Customer Management IQ
Articles

You Hired Me for Customer Service, Not Sales

Contributor: Melissa Kovacevic
Posted: 5/16/2012

You Hired Me for Customer Service, Not Sales - Melissa Kovacevic

They are friendly but have no idea how to get you interested in the product or services they are trying to sell. They were hired in a Customer Service focused role and now they have to sell. So what is really going on? Full Article »

More Articles
Videos

Ask Not What Social Media Can Do For You

Contributor:
Posted: 9/16/2011

Ask Not What Social Media Can Do For You

We spend so much time focusing on what ROI and benefits we can extract from social media. Here's why you should instead be asking what benefit your organization brings to social networks. Full Video »

More Videos
Podcasts

How to Drive an Outstanding Customer Experience Through Channel Alignment

Contributor:
Posted: 5/9/2012

How to Drive an Outstanding Customer Experience Through Channel Alignment

If you learned that a natural disaster was about to hit your neighborhood, you would surely make the necessary preparations. Full Podcast »

More Podcasts
White Papers

Six Best Practices for Agent Knowledge Management

Posted: 5/3/2012

Six Best Practices for Agent Knowledge Management

KANA and its customers have learned valuable lessons through many years of successful knowledge management deployments in the contact center. Here are six best practice guidelines that we have found to be the most crucial for success. Full Whitepaper »
More Whitepapers
Columns

Why "Doing the Right Thing" is the Key to Winning Customers

Contributor: William Cohen, Ph.D.
Posted: 1/4/2012

Why "Doing the Right Thing" is the Key to Winning Customers - William Cohen, Ph.D.

No amount of clever marketing spin tops the customer management benefit of doing the right thing. Full Column »

More Columns

Customer Management IQ Advisory Board
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About Customer Management IQ

Customer Management IQ is an online community for finding Customer Management and Call Center information, discussing ideas about CRM and Call Center Management and sharing marketing best practices. Join today and interact with a vibrant network of Customer Management and Call Center professionals. Keep up-to-date with the Customer Management and Call Center industries by accessing our wealth of call center articles, call center videos, online seminars, live conferences and more.

Customer Management IQ is subsidiary of IQPC, one of the world's largest, fastest-growing conference/tradeshow organizations. With IQPC, we provide Customer Management and Call Center Conferences, call center training courses and expositions for Customer Management Executives to network and learn the latest Customer Service Management developments and trends occurring in organizations today. We create an interactive experience for Customer Management Professionals featuring practical, objective and up-to-date Customer Service information and insight from leading Customer Management practitioners.