Call Center, Customer Service & Customer Relationship Management | Customer Management IQ

Customer Service is Not an Assembly Line - Retool your Service Experience with Dynamic Case Management

customermanagementiq.com — Wed, 16 May 2012 04:00:00 GMT

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? Increasingly, customer service cases are getting more complex and a one-size fits all approach to case

From Insights to Marketing Opportunities: Targeting Consumers from Boomers to Millennials to Kids

customermanagementiq.com — Tue, 15 May 2012 04:00:00 GMT

Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study. A broad range of marketing categories will

Balancing Innovation & Quality in the Evolving Call Center Landscape

customermanagementiq.com — Wed, 09 May 2012 04:00:00 GMT

In today’s rapidly-evolving call center environment, “innovation” is no longer a pipe dream for a select few call center outsourcers. If customer management success is what you crave, innovation must be the standard in measuring performance, building

Investing in Your Brand Through Hosted Solutions

customermanagementiq.com — Wed, 18 Apr 2012 04:00:00 GMT

Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience. To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the

Homeshore vs. Offshore: The Changing Landscape of Customer Service

customermanagementiq.com — Wed, 11 Apr 2012 04:00:00 GMT

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, real estate inflation, and growing customer backlash. With a renewed focus on delivering

Driving Customer Engagement through Conversations

customermanagementiq.com — Wed, 28 Mar 2012 04:00:00 GMT

Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization. To remain competitive, companies must re-evaluate their overall customer engagement

Does Your Call Center Affect Profits?

customermanagementiq.com — Wed, 07 Mar 2012 05:00:00 GMT

Call centers are increasingly expected to deliver on the company brand experience and positively affect revenue. The strategic importance of call centers has created a demand for more meaningful metrics and advanced analytics capable of linking performance to behavioral and financial

At-Home Agents: A New Talent Pool Becomes Available

customermanagementiq.com — Thu, 19 Jan 2012 05:00:00 GMT

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools. The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere. Because of this, companies

Export the Contact Center up the Value Chain: Managing Beyond Traditional Queues

customermanagementiq.com — Thu, 12 Jan 2012 05:00:00 GMT

In 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 deliver higher value service to many clients and stakeholders we are seeing innovative

How Virtual Agents Can Reinvent Your Online Self-Service

customermanagementiq.com — Thu, 08 Dec 2011 05:00:00 GMT

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and

Social Media Reality Check: Are Customer Service Execs Wasting Their Time and Money?

customermanagementiq.com — Wed, 30 Nov 2011 05:00:00 GMT

New Data on Consumer Behavior Shatters the Hype Over Facebook and Twitter As investment into social CRM moves towards the billion-dollar threshold, customer service representatives simply cannot afford to ignore a pressing question: Does the hype and focus placed on social media

Proactive Customer Care: Tips and Trends for Delivering an Extraordinary Customer Experience

customermanagementiq.com — Tue, 08 Nov 2011 05:00:00 GMT

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting The concept of Proactive Customer

Preventing Product Returns and Achieving Customer Excellence

customermanagementiq.com — Wed, 02 Nov 2011 04:00:00 GMT

How much money is your company losing in “no fault found” product returns? So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products

How to Orchestrate a Leading Customer Experience and Grow Your Business

customermanagementiq.com — Wed, 26 Oct 2011 04:00:00 GMT

Customers don't buy a product or service in a vacuum; they buy it as part of a total experience. And, in a tough economy, buyers hold on to their money more tightly, and for longer, as they make difficult choices about if, where, and when they will spend it. As a result,

Optimizing Voice Self Service Automation for Customer Service

customermanagementiq.com — Wed, 19 Oct 2011 04:00:00 GMT

Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a

Inside Out Experience Design: Break the Rules of Customer Centricity and Succeed!

customermanagementiq.com — Tue, 11 Oct 2011 04:00:00 GMT

Typically, being "customer-centric" is viewed as a process that places customers at the center of everything. But what happens if you take a different view and place your employees at the center of your customer experience design strategy? Instead of following the traditional

Five Proven Strategies to Drive ROI for Online Chat

customermanagementiq.com — Tue, 16 Aug 2011 04:00:00 GMT

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to

Changing the 'Experience' of Customer Experience

customermanagementiq.com — Tue, 12 Jul 2011 04:00:00 GMT

Customer Experience, as much as everything else in organizations today, is changing. And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more

IVR is Dead. Long Live IVR!

customermanagementiq.com — Tue, 24 May 2011 04:00:00 GMT

IVR is dead. Daniel Hong, Lead Analyst, Ovum, reveals that IVRs are at a crisis point. The latest Ovum consumer preferences survey ranks IVR as one of the least successful methods to resolve caller issues on the first attempt. Callers are frustrated. Menu options are