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Call Center

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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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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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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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.

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Hi, I am very interested in online ambassador programs within Customer Service. Has this topic been covered within this forum?...

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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

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what do you do to build customer loyalty?

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How would you define touchpoint and experience?

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At a bakery, people take a number instead of standing in line - and are called when it's their turn.

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

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What is net promoter score?

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Longtime President of News Corp.

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