FREE: Our Executive Customer Experience Research Report
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Author: Customer Management IQ
4 Cust Mgmt Resolutions You Can't Break in 2013
Everyone cheats on their New Year's Resolutions....so call these something else. Because you--and your contact center--cannot afford to break these!
Author: Brian Cantor
The "Joneses" Are NOT Your Customers
The business rule to "keep up with the Joneses" might be detrimental in the world of customer management.
Author: Brian Cantor
3 Things to Never Tell Your Customers
Even if you do not vociferously script your agents' contact center interactions, here are three things you CANNOT allow them to say to customers!
Author: Ayad Mirjan
Ignoring Phone Calls - A Good Thing?
Two Zappos professionals exclusively explain why a decision to ignore all phone calls was actually the most customer-centric thing it could do!
Author: Brian Cantor
5 Contact Center Jobs of the Future
As the notion of customer service evolves, so too will the construct of the contact center. Here are five key roles that will exist in the contact center of the future.
Author: Ashley Verrill
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BPM Summit, Europe June 25-27 :: Park Plaza Victoria Amsterdam, Amsterdam, The Netherlands -
Customer Experience Exchange for Retail July 1-3 :: Sopwell House, Hertfordshire, United Kingdom -
Customer Insight & Analytics Exchange July 9-10 :: London, UK -
Call Center Excellence Strategies July 12-12 :: Corporate Offices of Manheim/Cox Enterprises -
Maximizing Customer Loyalty and Profitability: North America Summit July 15-17 :: Hurst Conference Center, Dallas, TX -
Customer Analytics and Intelligence Conference July 22-24 :: Hilton San Diego Resort & Spa, San Diego, CA -
Call Center Executive Leadership Forum July 26-26 :: Disney Destinations Call Center, Orlando, Florida -
4th Annual Pricing & Revenue Optimization Summit August 15-16 :: Chicago, IL -
6th Advanced Lightweight Material for Automotive August 26-27 :: DoubleTree Hilton Suites Detroit Downtown, Detroit, MI -
SSON Week Asia 2013 September 2-5 :: Singapore Expo, Singapore -
3rd Annual Insurance Underwriting and Claims Management Asia September 3-4 :: Venue to be confirmed, Singapore -
CX Transformation: Financial Services September 16-18 :: The Bloomsbury Hotel, London, United Kingdom -
Oman Customer Service Week 2013 September 29-1 :: Muscat, Oman -
4th Annual Customer Service Week September 30-2 :: The Westin Dubai Mina Seyahi Beach Resort and Marina, Dubai, United Arab Emirates -
Call Center Performance Productivity & Metrics September 30-3 :: Dallas/Addison Marriott Quorum by the Galleria, Dallas, TX -
6th Annual Channel Management September 30-2 :: Venue To Be Confirmed, Los Angeles, CA, USA -
Customer Experience Exchange, North America October 15-16 :: Miami, FL -
Executive Customer Contact Exchange October 17-18 :: Miami, Florida -
Contact Centre Week China October 22-23 :: Venue to be Confirmed, Shanghai, China -
Customer Experience Management, North America October 22-24 :: Venue to be confirmed, Atlanta, GA, USA -
Mobile Marketing Exchange October 27-29 :: San Francisco, USA -
Customer Insight in Telecoms December 2-4 :: The Kensington Close Hotel, London, United Kingdom
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CMIQ Research Blog: Liars, Damn Liars and Call Center Technology SalesmenWhile our respondents and contributors had much to say about the types of technologies and channel arrangements that will surely be in nearly every call center in the future, it is important to consider that, at present, there remain centers and organizations with some trepidation.Layne Holley  1
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Call Center Week: Witness the Death of Average Handle Time (AHT)And after years of mockery and criticism, it appears reliance upon average handle time as a core customer management benchmark has finally become as despised in practice as it is in conversation.Brian Cantor 0
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Don’t Waste Time and Money Satisfying CustomersCMIQ’s new complimentary whitepaper Balancing Customer Satisfaction and Contact Center Operating Efficiency … It’s (Not That) Complicated looks at how you can make customers – and even your CFO – happier faster.IQPC |
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When the Customer is Upset, Things Are NOT FineReinforced by clichéd television shows, movies and any relationship that has hit the slightest of rough patches, saying “I’m fine” is one’s surest option for confirming he is not fine. When one cannot even construct enough of a façade to declare he is okay, things, therefore, must be exceedingly bleak.Brian Cantor 1
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2013 Call Center Week Award Winners: Who Runs the World's Best Call Centers?A special luncheon at the 14th Call Center Week reveals this year's Call Center Excellence winners. Who runs the best call centers in the world?Brian Cantor 0
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Live from Call Center Week: How Do You Say "No" to Your Customers?If, at any point, a brand finds itself out-of-sync with that customer connection and willing to substitute policy and curtness for appreciation and respect, it has failed at far more than the transaction: it has failed at customer management.Brian Cantor 0
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Hot from the App: What the Call Center Week Guests are SayingFrom comedic one-liners, to shout-outs to our Caesar’s Palace neighbors (what’s up, Tanning Expo?!), to photos, to summaries of the key takeaways to candid discussions of contact center issues, our app has proven to be a tremendous source for connecting Call Center Week attendees.Customer Management IQ 0
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Whitepaper: Learn the Secret to Higher Contact Center ProfitabilityUsing differentiated processes and technology tools, top-performing businesses deliver better contact center results and overall customer experience. Avaya customers understand the value of these tools. Learn about our key differentiators in Aberdeen’s Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance.IQPC |
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Don't Go to War With Your CustomersBut at the end of the day, if a customer can even remotely envision another customer’s complaint as legitimate, he is going to accept it.Brian Cantor 0
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Revealed: 2013 Call Center Week Awards FinalistsWhich call centers and executives are in the running for the annual Call Center Excellence Awards? Did you make the cut? Find out!Customer Management IQ 0
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You Can Do It! Improve Customer Service and Increase Call Center Efficiency at the Same Time Watch Now » |
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Stop Alienating Your Customers: Lessons on a Winning Customer Experience from CMIQ Research Watch Now » |
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Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics Watch Now » |
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How to Improve Engagement with a Multi-Channel Strategy Watch Now » |
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Case Study: Exploiting the Cloud’s Flexibility to Compete with Goliaths Watch Now » |
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