Performance Measurement

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personaliz...

Reduce costs, differentiate your business. It probably feels impossible to trust a group of faceless strangers with your customer interactions. You may be worrying... I'll lose touch wit...

Peter Drucker stressed application, rather than theory . . . again and again. Frequently he concluded his seminars with something like this: "Don’t tell me what a wonderful seminar I gave or...

Of the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That is unfortunate because a major factor in creating a positive customer experienc...

The saddest part about business’ failure to become customer-centric in this "age of the customer" is that they could so easily fake it. Granted, given the irrefutable connection between cust...

The endurance of rain is required to experience a rainbow. And in customer management, some of the best, most customer-centric outcomes can stem from some of the worst contact center policies. M...

Call Center IQ Leadership Q&A: Judy Brown, American Airlines In this exclusive interview with CCIQ's Shawn Siegel, Judy Brown, Manager, Customer Experience with American Airline’s AAdvantage...

Because call center operations must be uniquely suited to the needs of the businesses they represent and the customers they serve, there is no one-size-fits-all approach to performance management....

Nobody enjoys spending a long time calling customer care. Not organizations, which pay for it with high operating costs, and certainly not consumers. Yet it’s often the sad reality. If your or...

The reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...

Don't waste time and money satisfying customers - a new, research-driven whitepaper from Call Center IQ CCIQ’s new complimentary whitepaper Balancing Customer Satisfaction and Contact Cent...

Call Center Week, the world's leading customer management event, brings together executives, practitioners and solution providers from all corners of the globe to benchmark and resolve the top chall...