People Management
Must-Ask Questions for Call Center Agent Applicants (And The Answers They Better Give)
January 06 by Greg LevineAgents are a contact center’s most vital resource. A recent landmark study revealed that if it weren’t for contact center agents, there would be nothing to keep headsets from simply fall...
Social Media Stupidity: The Fine Line Between Detrimental and Necessary
January 04 by Brian CantorHow exceedingly annoying is it when you cannot find a long-time acquaintance on Facebook despite knowing he or she has an account? And how much worse is it when you learn the reason you cannot find...
AMEX Reveals the Customer-Centric Way to Turn Call Centre into Profit Centre
January 03 by Brian CantorAt American Express, the "empty," clichêd promise of transforming the call centre into a profit centre is not empty at all. AMEX continues to find ways to unlock new revenue opportunities from its...
Call Center Leaders Get Their Wish; Standout VPs to Reopen Their Vaults of Customer Management Expertise
January 03 by Customer Management IQNew York, NY - If your New Year’s Resolution was to drive your call center or customer management team to best-in-class excellence, you will very soon be able to chalk up 2012 as a success. C...
Best of Call Center IQ 2011: What Mattered to Customer Management Professionals
December 14 by Brian CantorIf the main focus of customer management for the past few years has been the promise of new channels like social media, 2011 has centered on a renewed appreciation for the basics of customer experie...
Best of CCIQ '11 Q3: Netflix, Mistakes with Angry Customers, Google's Call Center, Apple's Cust. Exp. Secrets
December 14 by Brian CantorCall Center IQ is proud to present its Best of 2011. The following pieces received the most traffic for each respective month of Q3, 2011. The index (including links to the top pieces from Q1, Q2...
Best of CCIQ '11 Q4: Outrage Over Zappos, Disney & Bank of America IVR Woes, Live Reps
December 14 by Brian CantorCall Center IQ is proud to present its Best of 2011. The following pieces received the most traffic for each respective month of Q4, 2011. The index (including links to the top pieces from Q1, Q2...
Best of CCIQ '11 Q2: Best Call Center, Twitter is Overrated, Social Media Wastes Time, LEGO's Culture
December 14 by Brian CantorCall Center IQ is proud to present its Best of 2011. The following pieces received the most traffic for each respective month of Q2, 2011. The index (including links to the top pieces from Q1, Q3...
Why Hershey Entertainment Still Cares About First-Call Resolution
December 12 by CCW Digital EditorArchive: This is an archived podcast recorded in advance of our 7th Annual Call Center Summit. For many years, call center professionals found themselves fixated on performance benchmarks and...
Export the Contact Center up the Value Chain: Managing Beyond Traditional Queues
December 08 by CCW DigitalIn the hyper-competitive marketplace of today, contact center leaders are striving to drive competitive advantage and bottom line results from their customer care operations. In the effort to...
ING DIRECT USA Satisfies Customers, Drives Sales With The "Un-Call Center"
December 08 by Jason HeupelThis article was contributed by Jason Heupel, head of sales for the Eastern Region, ING DIRECT USA. Jason will be presenting at CMIQ’s 7th Annual Contact Center Summit, January 23-26, 2012 in...
Are You Crippling Your Customer Experience?
December 07 by CCW Digital Editor"How often have you been on a call, only to be put on hold, repeat your information as you’re transferred around, or worse, get the wrong answer?" In asking that simple question, Stacy Leidw...