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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
Give a Little Bit, Get Lost: Customer Satisfaction is Not Customer Engagement
Contributor: Brian Cantor
Posted: 2/6/2012

Give a Little Bit, Get Lost: Customer Satisfaction is Not Customer Engagement - Brian Cantor

A commitment to "customer experience improvement" can undermine a business if customer management professionals take their cues from the wrong places. 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

You Have One Chance With Customers…Don’t Blow It

Contributor: Brian Cantor
Posted: 2/7/2012

You Have One Chance With Customers…Don’t Blow It - Brian Cantor

A new study reveals how irreparably damaging a single bad experience can be to customer loyalty. 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

Thumbs Up! Customer Engagement for a New Generation

Posted: 2/1/2012

Thumbs Up! Customer Engagement for a New Generation

Find out what 132 managers and executives from other leading companies are doing to unlock the power of social media in a new study “Thumbs Up! Customer Engagement for a New Generation”. See how companies are using social media to better understand the voice of the customer, improve the customer experience, and improve workforce management. 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?

Posted by:  cinderella9863 | Answer this question

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.