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Call Center

Strategy

Get the latest call center tools and information that will turn your call center from a cost center into a profit center. Absorb knowledge on how to manage your customer relationships powered by today’s multi-channel environment in addition to improving your call center leadership strategy to drive value and recognition. Find out how to use knowledge and communication skills to align your department with your organizational goals while achieving senior level support for call center programs.

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

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 »

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Podcasts

"United Breaks Guitars" Guy Talks the Future of Social Customer Complaints

Contributor:
Posted: 2/15/2012

"United Breaks Guitars" Guy Talks the Future of Social Customer Complaints -

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 »

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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 »

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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 Strategy

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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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