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.

Want World-Class Customer Service?  You Need a Good Story -

Many call center professionals believe the key to successful customer service lies in well-crafted performance metrics and well-analyzed data. In reality, driving a quality customer experience might require nothing more than a good story. Full Video »

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