Value Added Customer Adoption Path

Though the simplest conception of the performance management debate breaks contact center metrics into two groups—"efficiency" metrics and "satisfaction" metrics—customer service strateg...

Contrary to what your parents told you, it often does pay to follow the crowd. Many companies are using crowd sourcing strategies to gather new ideas or provide operational support. Crowd sourcin...

Over the years, the Rolling Stones have shown the world about what rock ‘n’ roll is all about. Back in May, they looked to prove this again by embarking on a 50th anniversary concert to...

Call Center IQ has drawn from successful series like "How I Met Your Mother," "Seinfeld" and "The Walking Dead" in deriving valuable lessons for customer service and marketing professionals, but it...

Customer service done right, on a proactive footing, has the potential to attract customers instead of risk losing them, to drive growth and innovation instead of hindering both. Customer service...

Think of how your customer experience keeps customers coming back: Do you have a plan? Do you follow a model? Competitive Advantage author Michael Porter suggests three competitive advantage model...

The call center is not on the immediate verge of extinction, but when considering the convoluted nature of resolving customer issues in that environment, it is no surprise that alternative channels...

Disagree with me and want to vent? Like my perspective and want more? Follow my personal Twitter @cantorpedia! If customer-centricity is the mindset that drives all successful organizations and...

Customer service representatives are not inherently incompetent. In fact, your organization’s customer service representatives might be rather superb at their jobs. They might know how to r...

  Are you able to provide unique, differentiated service experience to your customers?  Do your agents run through a pre-designed assembly line-like process with customers? Increasingl...

Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates...

A horrible weekend experience with NJ Transit made something resoundingly clear: if companies like USAA and Amazon epitomize customer experience greatness, the public transit sector depicts how not...