Customer Retention
88 results
of 8
Contributor: call center week
Posted: 08/05/2015
State of Fraud

With identity theft and consumer fraud rising, and more frequent and sizable data breaches in the news, financial institutions need to work harder than ever to protect their customers and their business. According to a 2014 Javelin Strategy & Research Study, there is a new victim of fraud every two seconds – and that’s just in the Full Content »
Contributor: call center week
Posted: 01/27/2015
Call Center IQ 2015 Event Portfolio
According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each other online, in-person or live conferences are a positive disruption to our usual routines.We are pleased to offer your industry the benefit of connect Full Content »
Contributor: IQPC Editorial Team
Posted: 10/19/2014
IQPC Editorial Team

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, breaking down silos, talent and brand identity. The insight they share in this report will help you yield measurable impact from your social media effor Full Content »
Contributor: call center week
Posted: 10/01/2014
8 Great Customer Care Infographics

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study series, the Future Contact Center Open House, taking place December 15-17. Visit the home of this complimentary online event here

This collection of Full Content »
Contributor: call center week
Posted: 10/01/2014
eBook: The Essentials of Customer Service

16 leading customer executives who spoke at our flagship event, Call Center Week, share their essential tips on customer service, service as a competitive advantage and the future direction of customer service. See why a VP at CareerBuilder says to think about IOU, and read what first in class service means to a VP at Time Warner Cable.

Full Content »
Contributor: Brian Cantor
Posted: 12/02/2013
brian
Recent experiences with Discover and HP reveal that even the warmest, most helpful interactions can turn sour if the brand attempts to skip to the finish. Full Content »
Contributor: Brian Cantor
Posted: 12/01/2013
brian
Foot Locker responds to CCIQ's report of a frustrating customer experience. Full Content »
Contributor: Brian Cantor
Posted: 08/19/2013
brian
Unhappy customers are customers too. That this even needs to be said is troubling, but Zipcar's recent customer care effort proves it is not hailed universally. Full Content »
Contributor: Brian Cantor
Posted: 07/17/2013
brian
If you cannot identify how a potential new product or strategy benefits the customer, you have no business pursuing that initiative. Someone needs to share this advice with Time Warner Cable. Full Content »
Contributor: Kristina Evey
Posted: 05/20/2013
Kristina Evey
It's far less sexy to focus on the people who are already doing business with you, but it works if you do this one thing: turn your customers into friends. Full Content »
Contributor: Mitchell Osak
Posted: 05/06/2013
Mitchell Osak
Cross-selling is one of the keys to turning a costly contact center into a profit center. But how should you start? How do you get your organization ready to reap the rewards? Here are the three Cs of cross-selling. Full Content »
88 results
of 8
Posted: 09/16/2009
Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits

This economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcome the common misperception that empathetic agents are giving away the farm.

• Taking a different approach to quality and embracing it with your Full Video »
Contributor:
Posted: 02/27/2013
PodcastImage
Customer Management IQ's UK editor Helen Winsor recently conducted a "quickfire" interview podcast with five of the top speakers on the upcoming Customer Experience Management for Utilities conference. That event takes place April 28-29, 2013 in London. Featured on this podcast: Tim Hughes, CCO, Welsh Water Huge Harding, Head of Retail and Full Podcast »
Contributor: call center week
Posted: 08/05/2015
State of Fraud

With identity theft and consumer fraud rising, and more frequent and sizable data breaches in the news, financial institutions need to work harder than ever to protect their customers and their business. According to a 2014 Javelin Strategy & Research Study, there is a new victim of fraud every two seconds – and that’s just in the Full Whitepaper »