Articles

Customer management is all about managing the relationships you have with your customers. Find and read customer management articles and call center articles on Customer Management IQ to enhance your customer service.
251 results
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February 21, 2017 by Ben Motteram
Ben Motteram
I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the Read more Tags: customer experience | agent engagement
October 4, 2016 by Brian Cantor
brian
We already know it is the age of customer centricity.  We already know customer satisfaction represents a top business priority.As we approach 2017, Read more Tags: ccw winter | omni-channel | personalization | ep3
September 27, 2016 by Brian Cantor
brian
Regardless of whether you’re tempted by Donald Trump’s ambition to “Make America Great Again,” you are probably hoping to make contact center metrics Read more Tags: personalization | proactive care | social media | metrics
July 10, 2016 by Brian Cantor
brian
The 2016 CCW Excellence Award winners were announced during a special ceremony on June 28, 2016.Those winners -- and the finalists -- are highlighted Read more Tags: call center | voice of the customer | culture | ccw awards
June 21, 2016 by Brian Cantor
brian
We know “customer centricity” is being declared a way of life – a religion, if you will – for today’s businesses.What does that mean for contact Read more Tags: call center | self-service | customer centricity
June 7, 2016 by Brian Cantor
brian
The following is an excerpt from Call Center IQ’s 2016 Executive Report on Performance: Metrics, Agents and Operations.  To download your free copy, Read more Tags: metrics | efficiency
April 20, 2016 by Brian Cantor
brian
A recent (and urgent) issue with my credit card company ended without a resolution.  The business was unable to remedy my issue.Make no mistake; I Read more Tags: customer centricity | agent performance | effortless
November 2, 2015 by CCW Digital
CCWDigital1
If you've ever felt alone during your customer care journey; seek solace no more. The hundreds of contact center executives who come through the Read more Tags: call center week | benchmark
October 15, 2015 by Brian Cantor
brian
Several years ago, Domino’s began openly mocking the quality of its own pizza. The campaign was a method of recapturing customer trust; by Read more Tags: time warner cable | efficiency | agent engagement | customer centricity | average handle time
August 27, 2015 by Brian Cantor
brian
Last fall, an experience at Potbelly Sandwich Shop introduced me to a living, breathing example of employee empowerment. Aware that she and her Read more Tags: potbelly | personalization | efficiency
251 results
of 25