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

You Can Do It! Improve Customer Service and Increase Call Center Efficiency at the Same Time

customermanagementiq.com — Thu, 23 May 2013 04:00:00 GMT

Your customer’s expectations for service are changing. They now expect to request and receive help via multiple channels including phone, email, instant message, and mobile. They want to be able to ask questions, be fully informed on status, and achieve resolution -- 24/7, and on

Stop Alienating Your Customers: Lessons on a Winning Customer Experience from CMIQ Research

customermanagementiq.com — Mon, 13 May 2013 04:00:00 GMT

As consumers, we know a good customer experience when we have one. But there’s a real disconnect when it comes to decoding the customer experience as a business. Recent research from CMIQ shows that we know that customer experience can be a make-or-break factor in winning and

Customer Experience Challenges, Innovations & the ROI from Behavioral Analytics

customermanagementiq.com — Wed, 27 Mar 2013 04:00:00 GMT

Customer experience is a strategic focus at most organizations; no longer is the contact center executive primarily focused on operational efficiencies. The contact center plays an important role that contributes to the top and bottom line. Still, many companies find customer

How to Improve Engagement with a Multi-Channel Strategy

customermanagementiq.com — Wed, 06 Mar 2013 05:00:00 GMT

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement. Register

Case Study: Exploiting the Cloud’s Flexibility to Compete with Goliaths

customermanagementiq.com — Thu, 28 Feb 2013 05:00:00 GMT

No story illustrates contact center challenges more clearly than that of an outsourced contact center service provider—especially when that outsourcer is also a startup. First, there’s the need to demonstrate enterprise-class capability—without benefit of a long

Building an Integrated Service Experience

customermanagementiq.com — Thu, 28 Feb 2013 05:00:00 GMT

The customer service experience is today more than just an interaction with your contact center. It is a strategy spanning the entire organization – from marketing to sales, from finance to legal. This interactive webinar will take the participants through strategies for building

Protect Your Customer Service Investments: Overcoming the Top 4 Challenges for 2013 and Beyond

customermanagementiq.com — Wed, 27 Feb 2013 05:00:00 GMT

Is your organization struggling with the day-to-day of delivering effective customer service while defending – or growing – the bottom line? Are you ready to capitalize on trends like “big data,” multi-channel service and social media? Or are you dreading tackling

Leverage Customer Feedback to Drive Call Center Financial Performance

customermanagementiq.com — Tue, 26 Feb 2013 05:00:00 GMT

In this webinar, we will explore how to leverage data and analytics to create competitive advantage and enable high performance call centers in the following areas: Getting the right information to the right person at the right time Impacts of call center off-shoring Changing nature of

Think Siri is Just a Consumer App? Learn How Virtual Agent Technology Is Transforming Corporate Customer Service

customermanagementiq.com — Wed, 20 Feb 2013 05:00:00 GMT

The popularity of Apple's Siri technology has placed a spotlight on the growing demand for Virtual Agent technology in a corporate setting. More than ever, modern consumers are demanding the power to serve themselves when they have a question, be it on a corporate web-site, facebook

At-Home 2.0 – The Evolution of Virtual Contact Center Delivery

customermanagementiq.com — Tue, 29 Jan 2013 05:00:00 GMT

Virtual, at-home customer service has graduated from the early adopter phase and is now reaching the early majority of companies who are hungry for its benefits in scale. As the virtual processes of recruiting and training have become more sophisticated, large enterprises are

The Web Has Put Your Customer Experience at Risk

customermanagementiq.com — Thu, 17 Jan 2013 05:00:00 GMT

Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search. Where vendors once held a monopoly on the

The Competitive Organization: Why Call Center Management Needs a Seat at the Boardroom Table

customermanagementiq.com — Wed, 09 Jan 2013 05:00:00 GMT

What does it mean to be really competitive? Being fastest or biggest isn't enough for the long haul. The organizations that prevail over time will have more than just a good product or a large footprint in their market. They will have the kind of organizational excellence that comes

Get Out Of Your Agents' Way...Or Say Goodbye to Your Customers

customermanagementiq.com — Wed, 12 Dec 2012 05:00:00 GMT

Are you empowering agents to satisfy customers, build loyalty and grow your business? Or are you the roadblock persistently distancing the brand from your customer base? Poor performance from contact center agents is not a rare phenomenon, and as such, it is easy to blame the

Striking the Right Balance Between Customer Service and Contact Center TCO

customermanagementiq.com — Thu, 06 Dec 2012 05:00:00 GMT

Customers today have changed. They research differently, they buy differently, and they are trying to interact with your business differently. They expect customer service across all channels - web, social media and smart phones. However, one thing has remained paramount; customer

A Script is Not Enough for Stellar Customer Service

customermanagementiq.com — Thu, 29 Nov 2012 05:00:00 GMT

As self-service tools become more effective and accepted by customers, queries reaching agents are becoming more sophisticated. The implications for agent empowerment and training, knowledgebase enhancement, and escalation beyond the center cannot be ignored. To help you progress your

Listen, Measure, Engage: Optimize Customer Care Through Social Response Management

customermanagementiq.com — Tue, 27 Nov 2012 05:00:00 GMT

Investments in Social Media have breached the billion-dollar threshold. For key decision-makers, there are urgent questions that need intelligent answers: Are we tracking social media? How? How do we build our Facebook brand? Is anyone reading our messages from Twitter? How quickly do we

CX MythBusters: Four Contact Center Myths Debunked

customermanagementiq.com — Wed, 14 Nov 2012 05:00:00 GMT

As customers, we’ve all experienced it before – “I can’t get to an agent!”, “I’ve already given you that information!”, “I have to be on hold for how long?” Everyday customer experience (CX) executives are faced with the ongoing

How to Serve the Millennial Customer: Google & TELUS Share Insights

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

Providing customer service to Millennials has its challenges. The generation born 1980–2000 has grown up in a connected world and is renowned for their social-media savvy and exceptional multi-tasking. Their digital coolness comes with a few labels including: impatient,

Customer Engagement and Loyalty: How Personalization Impacts a Call to Action

customermanagementiq.com — Wed, 24 Oct 2012 04:00:00 GMT

One of the biggest problems for enterprises today is the large volume of customer calls. High operating costs prevent human interaction for every phone call, yet research continues to show that customers prefer to speak with a person, not a robot. Tara’s presentation will focus on

New Strategies for Support Agents: How to Create More Customer Loyalty

customermanagementiq.com — Thu, 20 Sep 2012 04:00:00 GMT

The pressure to boost customer satisfaction with less funding is increasing as companies are looking for new ways to differentiate their services and reduce customer churn. To get ahead best-in-class support organizations are using technologies that help increase first call resolution

Managing Your Brand’s Customer Service Reputation on Social Media

customermanagementiq.com — Wed, 12 Sep 2012 04:00:00 GMT

Customer service on social media can no longer be viewed as a passing fad or a marketing distraction. With brand service being secretly monitored and then publicly reported on by the likes of Nielsen and STELLAService, and social customers skewering businesses and organizations for PR or

Make Innovation a Competitive Differentiator in your Contact Center Customer Experience

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

Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business and ensuring a positive experience drives their loyalty and

No Fluff in the Cloud: Get Best of Breed Capabilities for Your Best of Breed Call Center

customermanagementiq.com — Wed, 27 Jun 2012 04:00:00 GMT

Rapid scaling and flexibility. Seamless integration. Cost-effectiveness. Agent productivity. Customer satisfaction. With so many imperatives, most contact centers weigh the tradeoffs—and make compromises. In this webinar, learn how to avoid the compromise and deliver the optimal