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About Customer Management IQCustomer Management IQ is an online community for call center and customer service professionals to network and build relationships. We provide a forum for sharing ideas, best practices and solutions with an emphasis on peer to peer communication within the call center and customer service communities. Become a member of Customer Management IQ today and keep up to date with the most up to date information, conferences, and events in the call center and customer service industries. Join us today. |
You just found out your boss at the call center is being replaced with someone from outside your company. There were rumors going around that your department was underperforming and upper management was looking to shake up its call center leadership. Once you get past the initial thought of having a new boss and what it means, you must focus on how you will present yourself to the new person in charge. Done correctly, it will cement in their mind how valuable you will be during their tenure as t
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The Loyalty Connection: Why Your Customers’ Satisfaction Now Determines Your Revenue in the Future:
In a recent research report, I...
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customer | call center | call center representative |
Does Average Handle Time (AHT) Have a Place in the Modern Call Center?:
I am strongly pro average handle time as a target, so...
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average handle time | call center | call center representative |
Managing Call Center Results Is More Than Measuring Average Handle Time:
Since I changed from being the client buying services to...
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call center | average handle time | call center management |
Behind the Cloud: An Interview with Salesforce.com's CEO Marc Benioff:
Marc Benioff is arguably one of the most exciting CEOs of our...
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saleforce.com | saleforce | crm |
“The Drucker Perspective”Producing Innovation: A Systems Approach: Almost every organization wants to produce meaningful... read more |
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Drucker | Peter Drucker | innovation |
Lessons From Peter DruckerDrucker’s Fundamental Business Decision: Peter Drucker placed an enormous emphasis on determining... read more |
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leadership | Peter Drucker | Drucker |
Systems ThinkingCounter-Intuitive Thinking About Absenteeism and Turnover: As I read through my Google search on... read more |
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call center | absenteeism | turnover |
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Ries' PiecesSuper Bowl Ads 2010 |
Flooring The ConsumerSimple Marketing Now - January 2010 Update |
AmazingServiceGuy.comRecipe for a great customer experience |
Diva Marketing BlogSocial Media Builds Brand Value |
WebInkNowHow to crowdsource videos for your company |
Bootstrap Service BlogTribal Knowledge |
Speaking of Service ExcellenceService Mapping - A Tool For Creating Outstanding Customer Experiences |
CRO-ing About ResearchTen big marketing trends; part one–media planning |
Contact Center IntelligenceSocial CRM – What Relationships Should You Care For, And Why? |
crm intelligence & strategyWhy PaaS is the New Black |
Beagle Research Group, LLCSelling on the news |
Social CRM: The ConversationHeartache by the Numbers: Twitter & Influence Poll |
The Customer InstituteMeasuring Customer Loyalty |
Barbara Burke BlogNo Excuses! 5 Aha!s for Happier Customers |
Glenn's Management Training BlogManagement Training: Handling Internal Promotions |
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