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Call Center

Technology

Customer Management IQ covers the key critical modern technologies every call center needs. Prepare yourself for the latest technology that you need to be aware of in addition to your IT counterparts and vendors.

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

Want Better Customer Service? Here's How You Should Look at ROI and Metrics!

Contributor:
Posted: 9/9/2011

Want Better Customer Service? Here's How You Should Look at ROI and Metrics! -

Which of these comments on the best way to measure the success of your customer service operation doesn't belong? 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

Ignorance: The Secret of Demand-Side Innovation?

Contributor: William Cohen, Ph.D.
Posted: 11/3/2011

Ignorance: The Secret of Demand-Side Innovation? - William Cohen, Ph.D.

How ignorance of a certain industry or its best practices can help fuel great success in innovation! Full Column »

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Whitepapers

Reducing Customer Effort in the Chat Channel: Better Chat Writing for Better CRM

Posted: 12/7/2011

Reducing Customer Effort in the Chat Channel: Better Chat Writing for Better CRM

With the growth of online chat for customer service and sales, this paper examines the chat transcripts of industry leaders like Best Buy, Zappos, Nordstrom, and others — showcasing how chat writing strategies can improve customer experience. Each chat verbatim is analyzed in terms of writing strategy, response accuracy, grammar and other important criteria. Full Whitepaper »
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About Technology

If you are new to the technology landscape or are a seasoned Chief Technology Officer we have something for you. Get the latest call center technology information that will improve your call center’s performance. Find out how to create a customer-friendly interactive voice response (IVR) system, understand automatic call distributor data (ACD) and know the key components of a high-performing customer relationship management (CRM) tool. Have questions about managing and leveraging social media, Voice over IP (VoIP), multimedia routing, knowledge management, speech and data analytics, multi-site virtualization and performance tools. In addition you will learn how to unearth social CRM, the latest and greatest equipment for your call center representatives, how to integrate call center technology, the hottest marketing and customer analytics 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?

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Longtime President of News Corp.

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