As your pathway to intelligent customer management, Call Center IQ will not take its eyes of the horizon. Challenges in call center management, customer experience and brand management will continue to evolve and transform in 2013, and CCIQ will provide the content—from articles, to research papers, to webinars, to podcasts—that keep you ahead of that ever-changing curve and thus ahead of your competition.
But the most valuable content is more than simply timely. It is timeless and provides wisdom that will perpetually distinguish the customer management winners from losers. It will continue to draw the line in the sand between success and failure.
With the holidays and New Year fast approaching, Call Center IQ wanted to celebrate the top pieces of 2012—the ones you and your peers deemed most essential to success. While some pieces address news and developments specific to 2012, all have lessons that will remain capable of an immediate—and lasting impact—for those who implement them in the new year.
(Top pieces ranked based on page views—content considered must have been published in 2012)
15 – 5 Signs You Suck at Customer Service by Michael Pace
14 – How Zappos Measures & Improves Customer Service Performance by Ashley Furness
13 – 3 Keys to Making the Most of Your Contact Center Metrics by Brian Cantor
12 – Despite Weak Customer Experience, Costco Dominates Satisfaction by Brian Cantor
11 – 7 Keys to Creating a Culture of Customer-Centricity by Brian Cantor
10 – Lessons from Olive Garden: Are Customers Embarrassed to Support Your Brand by Brian Cantor
8 – 5 Metrics for Customer-Centric Call Centers by Greg Levin
7 – Myth about a Myth: Measuring Average Handle Time Yields Poor Customer Service by Brian Cantor
6 – Pinkberry vs. Subway: Customer-Centricity vs. Efficiency by Ayad Mirjan
5 – Must-Ask Questions for Call Center Agent Applicants (And the Answers They Better Give) by Greg Levin
4 – Who Runs the Best Call Center in the World?
3 – 4 Dumb Things Call Center Agents Say…And How to Fix Them by Brian Cantor
2 – Google’s "Coffee" – Are Your Customers Ready for Your Message? by Brian Cantor
1 - 3 Things You Should Never Tell Your Customers by Ayad Mirjan