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Call Center

Operations

Gain a solid foundation for your operations management through Customer Management IQ’s coverage of major key performance indicators, planning and management processes, technology and facilities management. Read about the latest ideas on call center forecasting, staffing and scheduling. Customer Management IQ covers everything from processes to technology, with an integrated glance at the most cutting-edge technology, call center design and disaster recovery principles.

Articles

Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience

Contributor: Customer Management IQ
Posted: 2/22/2012

Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience - Customer Management IQ

Bombardier Aerospace's customer support lead to reveal why businesses should monitor the voice of the customer--not just call center agents. Full Article »

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Videos

Improving Your Customer Service Needs No Technology

Contributor:
Posted: 8/16/2011

Improving Your Customer Service Needs No Technology -

No, technology is not the devil. Yes, technology can improve customer service. But does it really create the ideal customer experience? Safelite's VP exclusively reveals how his team efficiently delivers value to customers without banking on IVR and automation. Full Video »

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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 »

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Columns

How to Avoid Major Failure

Contributor: William Cohen, Ph.D.
Posted: 8/1/2011

How to Avoid Major Failure - William Cohen, Ph.D.

You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be valuable in that you will know what and what not to do and avoid similar situations in the future. However, there is one type of failure that can, in fact, put you out of business. How can you avoid it? Full Column »

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Whitepapers

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 »
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About Operations

Customer Management IQ provides tools and resources for your operations team including real-time management to effectively meet goals, forecast with accuracy, optimize call center staffing and scheduling, and get information on performance metrics that drive the right behaviors. In addition you will learn how to leverage customer-centric tools to build efficiencies, monitor for high quality and a consistent message, improve the customer experience, optimize call center resources and much, much more!


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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 am interested in call center benchmark information, in particular the calcualtion basis for a 'cost per call' pricing.

Posted by:  rob.nome@db.com | Answer this question

What is net promoter score?

Posted by:  Decker7833 | Answer this question

Longtime President of News Corp.

Posted by:  ChicagoCustomerCentric | Answer this question