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Recent
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Today
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FEATURED CONTENT

4 Ways to Drive a Digital Transformation in Your Organization  

Research shows that digitally transforming a customer interaction or operational process can significantly improve bottom-line performance and enhance competitiveness. Here are four steps for getting started. Learn more »
April 15,2014 by Mitchell Osak 

26 Tips for Creating an Exceptional Customer Experience  

The goal when creating a winning customer experience is not to be satisfactory; it is to be exemplary. To get started, incorporate the following 26 tips. Learn more »
April 15,2014 by Alex Holderness 

UPCOMING WEBINARS

  • Customer Satisfaction Summit: Driving Customer Satisfaction from the Call Center Watch now »
  • 2014 Call Center & Customer Service Trends: Debunking Myths, Uncovering Opportunities Watch now »
  • 5 Ways to Engage & Retain Your Call Center Agents Watch now »
  • 2014 Contact Center Trends: 14 Trends You Need to Know Now Watch now »

UPCOMING EVENTS

PERFORMANCE & METRICS

6 Things Call Centers Should Do; 6 Things They Will Do in 2014-15  

When it comes to customer service, the average organization is excelling at the “thinking” part. The average organization is not, however, excelling at the “doing” part. Here are 6 things call centers know they SHOULD do...and 6 things they WILL do over the next 6-18 months. Learn more »
April 08,2014 by Brian Cantor 

Escaping the Customer Service Dilemma  

How You Can Make Customers Happy, Make Your Support Reps More Effective, and Cut Costs—All At The Same Time? This is not a trick question - there IS a way to overcome the customer service dilemma. Learn more »
April 04,2014 by IQPC 

Top 7 Call Center Objectives for 2014-15  

If you are like most call center leaders, you will often find yourself wondering which metrics to use when evaluating call center performance. If you are a good one, you will remember that the more pivotal question concerns what your call center is trying to achieve. Learn more »
March 11,2014 by Brian Cantor 

CUSTOMER SATISFACTION

26 Tips for Creating an Exceptional Customer Experience  

The goal when creating a winning customer experience is not to be satisfactory; it is to be exemplary. To get started, incorporate the following 26 tips. Learn more »
April 15,2014 by Alex Holderness 

eBay's 5 Steps for Optimizing the Customer Experience  

An eBay director reveals five steps his iconic organization followed to transform the customer experience. Learn more »
March 27,2014 by Alex Holderness 

Extraordinary Becomes Ordinary: 8 Ways Amazon Made a Bad Experience Worse  

Thanks to an interaction with Amazon—one that initially prompted me to share a glowing review of the Amazon experience--I did not receive mail for a month. Here are eight ways Amazon's support team only made it worse. Learn more »
March 25,2014 by Brian Cantor 

AGENT ENGAGEMENT

6 Ingredients of a Winning Culture  

Through consulting to a variety of sectors, I have identified six ingredients of winning cultures. Learn more »
April 03,2014 by Mitchell Osak 

GrubHub, Zappos, Google Talk Culture in Customer Service  

Since "happy agents yield happy customers," we figured it would be interesting to find out how companies like Google, GrubHub, MGM and Zappos feel about creating agent happiness. Learn more »
April 01,2014 by Call Center IQ 

RedBalloon on Why Culture is the Perfect Gift for Agents -- And Customers  

Workplaces are rapidly transforming and it is easy to see why - results have shown that employee happiness indeed equals customer happiness. Here is why Roslyn Hogan, Head of Customer Happiness at RedBalloon, makes culture a priority. Learn more »
March 27,2014 by Call Center IQ 

TOOLS & TECHNOLOGIES

It's Game Time: Getting Agents Ready to Satisfy Customers  

Incorporating gaming principles has helped companies like Microsoft, Cisco, Nike and Samsung foster richer consumer-brand interactions, improve operational productivity and drive higher levels of employee engagement over the past few years. Learn more »
February 25,2014 by Mitchell Osak 

Not on the Docket: 6 Customer Service Solutions You Won't See in 2014  

The relevant question does not concern the best way to say no. It instead involves a business asking itself whether it should, in fact, be saying yes. Learn more »
February 20,2014 by Call Center IQ 

6 Benefits of WebRTC for Customer Service  

Amazon’s Mayday button might represent the best example, but it is certainly not the only instance of a business leveraging Web Real-Time Communications to improve its customer experience. If you, too, make the move to WebRTC, you stand to reap the following rewards. Learn more »
February 06,2014 by Call Center IQ 

CUSTOMER INSIGHTS & ANALYTICS

2020 Vision: Meet the Contact Center of the (Near) Future  

How are businesses constructing their call centers--and customer experiences--to assure success in the marketplace of the future? Read this complimentary report! Learn more »
April 11,2014 by IQPC 

Q&A: Cisco on Building Customer Service DNA  

Read this Q&A to learn how the man dubbed Cisco's "ultimate customer advocate" goes about constructing customer service DNA. Learn more »
April 10,2014 by Helen Winsor 

SOCIAL, MOBILE & WEB

4 Ways to Drive a Digital Transformation in Your Organization  

Research shows that digitally transforming a customer interaction or operational process can significantly improve bottom-line performance and enhance competitiveness. Here are four steps for getting started. Learn more »
April 15,2014 by Mitchell Osak 

How Walgreens, Valvoline, Garmin Approach Multi-Channel Customer Engagement  

Here is what leaders from Walgreens, Valvoline and Garmin had to say about multi-channel customer engagement. Learn more »
April 10,2014 by Call Center IQ 

Marketing Will Take Over the Call Center  

Is it true? In five years time, will the budget-rich marketing division have taken over the call center? Learn more »
April 07,2014 by IQPC 
Anyone know which companies are handling 50,000 or even 75,000+ calls per day?

Where can I find a recorded customer management webinar?

I would like to offer my book for review and possible inclusion/mention on this website. The title is: "Earn More Tips On Your...

I would like to offer my book for review and possible inclusion/mention on this website.

Anyone know which companies are handling 50,000 or even 75,000+ calls per day?

My call centre handles 400 to 500 calls a day.




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