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Call Center

Would You Ever Tell Off Your Complaining Customers?

Customer management professionals are typically told to smile and agree as customers lace into them over poor service. One retailer, however, turned the tables and viciously blamed the customer for the problem!


Author: Brian Cantor

Companies are Making Mistakes on Social Media

In many cases, social media has not lived up to the hype. But the fault may lie with the actual customer-facing companies, many of whom are blatantly squandering the opportunities of networks like Facebook and Twitter.


Author: Customer Management IQ

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

Strategies for Recovering Online Public Complainers

A recent MIT Sloan Management Review article discussed the emerging trend of customers complaining online. CMIQ spoke with one of the authors, Yany Gregoire, about his advice for companies on managing the threat of online public complaining.


Presented By: Cory Bennett

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
The Big Bang “Siri” – Making Product Placement Work for Customers
Contributor: Brian Cantor
Posted: 1/27/2012

The Big Bang “Siri” – Making Product Placement Work for Customers - Brian Cantor

If even subtle product placement is so annoying, how did "The Big Bang Theory" and "Modern Family" get away with devoting major storylines to the aggressive promotion of Apple products? Full Article »
Events related to this topic:
On Demand & Upcoming Webinars
  • At-Home Agents: A New Talent Pool Becomes Available Watch Now »
  • Export the Contact Center up the Value Chain: Managing Beyond Traditional Queues Watch Now »
  • How Virtual Agents Can Reinvent Your Online Self-Service Watch Now »
  • Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money? Watch Now »
  • Proactive Customer Care: Tips and Trends for Delivering an Extraordinary Customer Experience Watch Now »
Latest Posts in Customer Management IQ
Articles

Censored Customer Management Stories Finally Exposed

Contributor: Greg Levin
Posted: 1/27/2012

Censored Customer Management Stories Finally Exposed - Greg Levin

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. 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

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?

Contributor:
Posted: 1/23/2012

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?

As you try to achieve your lofty CRM goals, learn whether your customer management strategy is beneficial or detrminental! Full Podcast »

More Podcasts
White Papers

Treat Your Agents Well: Service Thrives on Engaged Employees

Posted: 1/12/2012

Treat Your Agents Well: Service Thrives on Engaged Employees

To find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper from Parature 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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I have customer service agents in 4 different parts of the world...Need good tips and best practices for managing virtual teams. Thanks.

Posted by:  alexandra.mendezgalvan | Answer this question

Hi, I am very interested in online ambassador programs within Customer Service. Has this topic been covered within this forum?...

Posted by:  dave@twoskinnymen.com | Answer this question

Hi I'm doing QA monitoring for our call centre. Can kindly advise what is the standard duration definition of short, medium & long call ? Thank you

Posted by:  vincentlmc | Answer this question

what do you do to build customer loyalty?

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How would you define touchpoint and experience?

Posted by:  Amy.Terenzi@iqpc.com | Answer this question

At a bakery, people take a number instead of standing in line - and are called when it's their turn.

Posted by:  ljlisser | Answer this question

I have customer service agents in 4 different parts of the world.

Posted by:  alexandra.mendezgalvan | Answer this question

Hi I'm doing QA monitoring for our call centre.

Posted by:  vincentlmc | Answer this question

Hi, I am very interested in online ambassador programs within Customer Service.

Posted by:  dave@twoskinnymen.com | Answer this question

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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.