Think of the ideal contact center agent.If you’re like most members of the customer management community, you’re probably envisioning an individual... Learn more »
October 18, 2016 by Brian Cantor
It is important for enterprises with customer service operations to look for ways to reduce friction. Customers want to move between chat, voice,... Learn more »
October 11, 2016 by James Wilson
We already know it is the age of customer centricity.  We already know customer satisfaction represents a top business priority.As we approach... Learn more »
October 4, 2016 by Brian Cantor


IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Watch now »
Speech Analytics: Best Practices & Pitfalls to Avoid
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Microsoft Dynamics CRM Knowledge Management: How to Empower Your Service Team
Watch now »
Roger Lee
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
Watch now »
Tucker Hall
Turn Your Customer Support Portal into a Self-Service Engine
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Leslie Joseph
Get Serious About the Future of Enterprise Chat
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November 14 - 17, 2016
Pantages Hotel, Toronto, Canada
December 04 - 06, 2016
Ritz-Carlton, Amelia Island, FL
December 04 - 07, 2016
Le Royal Meridien Beach Resort & Spa, Dubai, United Arab Emirates
January 17 - 20, 2017
New Orleans, LA
January 26 - 28, 2017
Sheraton New Orleans Hotel, New Orleans, LA
February 23 - 24, 2017
RACV Royal Pines Resort, Benowa, Gold Coast, Australia


Citing CCIQ research, this infographic reveals what customers want, what businesses are trying to... Read more »
September 29, 2016
Zach Weiner
What if you don’t have any competitors? What if you have a monopoly on the market you work in? Are... Read more »
September 20, 2016 by Zach Weiner
ESPN Fantasy
ESPN's Fantasy Football platform went down this weekend, and a seemingly endless array of... Read more »
September 13, 2016 by Brian Cantor


2017 needs to be a big year for your contact center. Here are 8 things leaders MUST accomplish!
October 4, 2016 by Brian Cantor
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores... Read more »
September 27, 2016 by Brian Cantor
From "best-in-class" call center, to best use of voice of the customer, to best training... Read more »
July 10, 2016 by Brian Cantor


Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality... Read more »
October 18, 2016 by Brian Cantor
Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 23, 2016 by Brian Cantor
Mcdonald's Logo
Think agent engagement is nothing more than a hollow, feel-good endeavor? Learn from McDonald... Read more »
May 24, 2016 by Brian Cantor


Brian John Salesforce
This video interview empowers you to join the ranks of the disruptors by making connected,... Read more »
June 24, 2016 by Brian Cantor
Overcoming TCPA: Steps to Eliminate Risks, Reap Customer Experience Rewards
This whitepaper presents an alternative approach to mitigating the risk for violating TCPA. Upon... Read more »
February 3, 2016
Four initiatives that can help your organization create the effortless, omni-channel, customer-... Read more »
December 14, 2015 by Brian Cantor


Revealed: 5 Most Important Elements Of A Customer Interaction
This article reveals the most common reasons businesses engage customers -- and the 5 factors that... Read more »
March 17, 2016 by Call Center IQ
Jim Moylan
If you want to achieve more in your mission of health care, you have to be really smart about the... Read more »
February 1, 2016 by Jim Moylan
Jim Moylan
Are you a high energy, results driven contact center leader? Do you have proven BPO experience... Read more »
January 25, 2016 by Jim Moylan


We compare how Amazon and Jet support customers via web, voice and social channels.
September 6, 2016 by Brian Cantor
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel... Read more »
August 2, 2016 by James Wilson
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management... Read more »
July 19, 2016 by Brian Cantor

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