Bombardier Customer Support Lead to Reveal Strategies for Monitoring Customer Experience
Contributor: Customer Management IQPosted: 2/22/2012
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Bombardier Aerospace's customer support lead to reveal why businesses should monitor the voice of the customer--not just call center agents. Full Article » |
Ask Not What Social Media Can Do For You
Contributor:Posted: 9/16/2011
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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 » |
"United Breaks Guitars" Guy Talks the Future of Social Customer Complaints
Contributor:Posted: 2/15/2012
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The guy who famously put a major corporation on blast for poor customer service is now working to give brands a “fighting chance at managing their reputations.” He speaks exclusively to CustomerManagementIQ about his new project and the evolution of customer complaints. Full Podcast » |
Why "Doing the Right Thing" is the Key to Winning Customers
Contributor: William Cohen, Ph.D.Posted: 1/4/2012
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No amount of clever marketing spin tops the customer management benefit of doing the right thing. Full Column » |
Thumbs Up! Customer Engagement for a New Generation
Posted: 2/1/2012Find 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 » |
Get results-proven tools and resources to build your call center strategy at Customer Management IQ. We cover key critical strategy issues including designing a plan for optimal call center performance, incentives programs, knowing when to outsource the call center and how to manage vendor relationships. Learn how to incorporate voice of the customer (VOC) into your strategy, leadership and business management.
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12th Annual Minimising Churn and Building Customer Profitability
Amara Hotel, Singapore
June 6- 7, 2012 -
Executive Customer Contact Exchange
Carton House Kildare, Ireland
April 16- 18, 2012 -
Marketing 360 Exchange West Coast
The Claremont Hotel Club & Spa, San Francisco, CA
March 4- 6, 2012
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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
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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
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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 |
Posted by: vincentlmc | Answer this question
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How would you define touchpoint and experience? |
Posted by: Amy.Terenzi@iqpc.com | Answer this question
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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
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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










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