Call Center Management
Wireless in the Contact Center: Eliminate Hold Time, Speed Up Handling & Boost Satisfaction
January 20 by Customer Contact WeekStudies show that most customers are only willing to wait on hold for 60 seconds And even though you've trained your agents to work diligently to resolve customer issues as quickly as possible, a...
Executive Report on the Future of the Contact Center
December 17 by Customer Contact WeekOver the past year, Call Center IQ’s executive research reports have confirmed one undeniable reality: today’s contact center professionals have embraced a new customer experience normal. The communit...
Building Your Brand Around Better Service
December 14 by Customer Contact WeekThe customer service center has seen more change in the last five years than it has in the last 35 years combined. Thanks to higher customer expectations, multiple points of engagement, and the grow...
Future of the Contact Center: The Top Challenges of 2016
November 24 by Customer Contact WeekTo understand what drives a successful contact center, Call Center IQ surveyed an extensive pool of global contact center, operations, customer experience, IT and marketing executives. The breadth of...
How a Call Center Eliminated Over 400,000 Minutes in Hold-Time
September 24 by CCW Digital86% 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 frust...
Top Insights from Call Centres in the Middle East
August 24 by Customer Contact WeekWe recently conducted a survey with call centre professionals in the Middle East that revealed some very interesting facts about the market. We gathered these responses to develop an infographic to sh...
Compliance Tips for Outbound Debt Collection Communications
August 18 by Customer Contact WeekOne of the largest challenges to successful collection efforts today is outbound communications compliance. There are many rules to follow, and requirements are continually evolving. Ultimately,...
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
June 23 by Customer Contact WeekAimed at decision-makers and influencers that need an objective view of Cloud solutions, "The Inner Circle Guide to Cloud-based Contact Center Solutions" is now available for download. The report i...
Key Facts for Working from Home: A Study Conducted by Plantronics
June 05 by Customer Contact WeekThis joint study conducted by Plantronics and CCA research, Key Facts for Working from Home, looks at the main considerations in home working. It also discuss the results of their business survey, s...
Call Center Week Virtual Summit
June 01 by CCW DigitalCall Center Week Virtual Summit
Call Center Week Online
June 01 by CCW DigitalCall Center IQ is proud to introduce Call Center Week Online. Set for the week of June 1 (two weeks before CCW), this complimentary event combines the very best qualities of Call Center Week wit...