Call Center Banner Stats

Call Center Management
52 results
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Posted:
Consumers are increasingly using chat, to connect with brands and with each other. But, today’s consumers, digital nomads in this omnichannel world, demand intelligent, higher quality experiences from the chat channel. How many enterprises are actively thinking about the impact this has on the future of chat? The good news is that change has... Full Content »
Posted:
Companies invest millions of dollars in contact center technologies to give customers the ability to communicate with their representatives and demonstrate that they are easy to do business with.  With the proper tools, contact center managers are able to validate an organization’s success in customer service, customer support and customer... Full Content »
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In a day and age where the contact center landscape is changing at a rapid pace, it has become increasingly clear that it is all about enhancing the customer experience by being at the center of every customer interaction. From multi-channel, to omni-channel, mobile customer engagement and proactive care, each of these trends are an essential part of your cloud contact center strategy and are now required to cater to the informed and tech-savvy customer. Full Content »
Posted:
86% of consumers are put on hold every time they contact a business. In fact, the average person spends almost 43 days of their entire life on hold. Not surprisingly, customers say their biggest frustration when phoning a contact center – by a whopping 43% – is being put on hold. More and more, contact centers are realizing the detrimental effect... Full Content »
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According to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and yet still deliver a memorable and effortless customer experience with every call. But do other areas of your organization know that the data... Full Content »
Contributor: Brian Cantor
Posted: Wed, 04/25/2012
brian
Our group of call center and customer service leaders identified 25 challenges that must be addressed prior to achieving success with social customer care. Do you have the answers? Full Content »
Contributor: call center week
Posted: Sun, 11/04/2012
2013 Contact Center & Customer Management Executive Priorities Report
This exclusive Call Center IQ research report identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans. Full Content »
Contributor: call center week
Posted: Sun, 11/11/2012
Aptean Presents: 2013 Contact Center & Customer Management Executive Priorities Report
This exclusive Call Center IQ research report identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans. Full Content »
Contributor: call center week
Posted: Sun, 11/11/2012
inContact Presents: 2013 Contact Center & Customer Management Executive Priorities Report
This exclusive Call Center IQ research report identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans. Full Content »
Contributor: call center week
Posted: Sun, 11/11/2012
LogMeIn Presents: 2013 Contact Center & Customer Management Executive Priorities Report
This exclusive Call Center IQ research report identifies and offers insight on key trends in the customer management/contact center industry related to 2013-14 goals, strategies and budgeting plans. Full Content »
Posted: Thu, 12/13/2012

Customer Management IQ’s Shawn Siegel spoke with Eric Galvin, Cigna’s vice president of call strategy and operations and a presenter at the 8th Annual Call Center Summit.

When an executive is tasked with leading a contact center operation that serves twenty million health and dental customers, complacency—a drug of choice for... Full Content »
52 results
of 5