FEATURED CONTENT

brian
All customers are not identical.We remember this reality when developing outbound marketing and sales strategies.  We craft promotional messages... Learn more »
August 30, 2016 by Brian Cantor
Brian Cantor
This article features comments from Universal Orlando Resort's Deborah Colangelo, the 2016 CCW Award winner for "Call Center Leader Of The Year... Learn more »
August 23, 2016 by Brian Cantor
IBM Globe
Personalized, Contextual digital assistant that can take action on your business and customer requestsIBM Watson Virtual Agent is the premier... Learn more »
August 23, 2016

UPCOMING WEBINARS

IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Register now »
Donna-Fluss
Speech Analytics: Best Practices & Pitfalls to Avoid
Watch now »
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
Watch now »

UPCOMING EVENTS

August 29 - 31, 2016
Villa Rosa Kempinski Nairobi, Nairobi, Kenya
September 05 - 08, 2016
Marina Bay Sands, Singapore
September 07 - 09, 2016
Hilton Chicago Oak Lawn, Oak Lawn, IL
October 11 - 12, 2016
Intercontinental Miami, Miami, FL
October 17 - 20, 2016
San Antonio, TX
November 14 - 17, 2016
Pantages Hotel, Toronto, Canada

CUSTOMER EXPERIENCE

Sue Martin
Sue Martin | Newegg
All customers are not identical. We remember this reality when developing outbound marketing and... Read more »
August 30, 2016 by Brian Cantor
brian
What do Kramer's feud with a cable guy, funny bottles of barbecue sauce and stolen Friars club... Read more »
August 16, 2016 by Brian Cantor
Zach Weiner
There are countless customer service books in the market, ready to help you mobilize your team and... Read more »
August 9, 2016 by Zach Weiner

PERFORMANCE & METRICS

brian
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
brian
Looking at nine ways to thrive amid an evolving contact center environment, including balancing... Read more »
June 21, 2016 by Brian Cantor
brian
CCIQ's annual survey reveals the Top 5 contact center performance priorities. Some of them may... Read more »
June 7, 2016 by Brian Cantor

AGENT ENGAGEMENT

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
I encounter so many flippant customer service representatives who could not care less about their... Read more »
May 17, 2016

TOOLS & TECHNOLOGIES

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
brian
Four initiatives that can help your organization create the effortless, omni-channel, customer-... Read more »
December 14, 2015 by Brian Cantor

CUSTOMER INSIGHTS & ANALYTICS

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

SOCIAL, MOBILE & WEB

JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel... Read more »
August 2, 2016 by James Wilson
brian
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management... Read more »
July 19, 2016 by Brian Cantor
brian
You’re told the customer is always right. You know that the customer is not literally always right... Read more »
May 31, 2016 by Brian Cantor

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