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Resources

Call Center Management

Managing the strategic and operational functions of Call Center's is a huge task with unique challenges. This section of Industry News offers Call Center Management leaders the opportunity to benchmark, learn and research key ideas, case studies and best practice that are actively in play today. Covering all aspects of the call center value chain from corporate strategy, to agent engagement, data management to performance metrics and not forgetting to process improvement and call center technologies including VOIP, Chat and Mobile solutions.

Performance Measurement
Analytics & Metrics
Leadership & Culture
Motivating & Engaging Agents
Multi & Omni-channel technologies

First Call Resolution
Personalized Customer Communication
Operational Budget Management
Workforce Management
Staffing & Productivity
Vendor Directory

Customer Experience Management

Delivering the ultimate Customer Experience is what sets customer centric companies apart from their competition in today's competitive market. Stay up to date with the latest in customer feedback, engagement, loyalty and retention techniques and benchmark your own multi-channel strategies against corporate innovators and leaders.

Customer Engagement
Customer Loyalty & Brand Advocates
Customer Retention
Multi-Channel Customer Service

Personalized Customer Communication
Technology Integration
Customer Insights & Analytics
Value Added Customer Adoption Path
Vendor Directory

Marketing & Brand Management

In todays market no-one can stand still, with new technologies changing the landscape every few months, marketers need to become digital natives and seize real-time opportunities before their competitors do. Hear from leading brands and small start-ups how they are redefining their marketing strategies across multiple channels from SEO, geo-based marketing, social platforms and exploring new mobile and interactive gaming applications.

Predictive Analytics & Strategy
Social Media ROI
Mobile and Online Interaction

Internal Infrastructure & Governance
Business Intelligence
Multi-Channel Strategy
Vendor Directory

Networking

Start building your professional Customer Management community now and network with our leading contributors, advisory boards, experts speakers and practitioners who work with us on a weekly, monthly and annual basis. Expand your network, expand your potential.

Top Influencers

Customer Management IQ contributors represent the industry's leading practitioners, commentators and thought leaders, and are selected for their experience and ability to deliver valuable insights into the industry's most critical issues.
Learn more.

Advisory Board

The Customer Management IQ advisory board consists of key thinkers and thought leaders in the Customer Management space. These seasoned industry experts guide the topics on the Customer Management IQ site in addition to frequently contributing content and media. These industry leaders were selected due to the caliber of their work within their respective areas of expertise. Learn more.

Join our Social Networks

Connect, Follow, Like and Share with the global customer management community via Customer Management IQ's interactive social channels.

Vendor Directory

Registering your brand for the Customer Management IQ Vendor Directory establishes your product or service as a solution of choice for customer management professionals. Learn more.

Invite your Colleagues

Letting your colleagues know about Customer Management IQ is the fastest and most effective way to find peers and grow your network. By inviting your colleagues today, they will gain access to the growing library of multimedia content and networking tools available to you today.

Events & Awards
Conferences

The Customer Management IQ is proud to present a Global portfolio of events covering the entire Customer Life Cycle across multiple industries. Our network of leading practitioners and experts who are taking customer management to the next level have helped us build an unparalleled platform for our members to benchmark, network and learn from peers.

CMO Exchange

14th Annual Call Center Week

Smart Data and Analytics Retail Forum

BPM Summit, Europe

Customer Experience Exchange for Retail

Online Events & Continuing Education

Education & E-Learning at your fingertips, instantly! Choose from our large library of online events and training resources. Learn more.

Excellence Awards

Call Center Excellence Awards have been established to honor, recognize and promote call centers that demonstrate true best practices.

To identify and assess these leading organizations, CM IQ a division of IQPC has assembled an accomplished panel of call center experts and leaders to accurately and objectively evaluate the call centers' expertise with delivering a superior customer experience. Learn more.
Blogs

About CM IQ

Building a Customer Management Community
It is our mission to support the training, education and growth of Customer Management professionals in delivering customer centric innovation, service and experience.

37,000 professionals trust the Customer Management IQ
Customer Management IQ : a division of IQPC, is a forum for sharing ideas, best practices and solutions within the business community. Learn more.

Meet the CMIQ team members

The Customer Management IQ team is dedicated to building this community through our online content and interactivity and live events, training seminars and conferences. Get to know the faces behind the CMIQ and hear what the CMIQ means to the team! Learn more.

Online Team
Brian Cantor – Managing Director
Lawrese Brown – Marketing Manager
Marc Friedman – Marketing Manager
Layne Holley - Strategic Editor
Olivia Wilson – CM IQ Sponsorship Director

Live Events Team
Amanda Powers - Deputy Divisional Director
Lisa Schulman - Senior Production Director
Jose Martinez - Conference Producer
Gahwui Kim - Marketing Manager
Stephanie Gonzalez - Marketing Manager
Simon Copcutt - Head of Sponsorship
Todd Smith - CM Sponsorship Director
Kate Bentley - Divisional Director

Steering Committee

SSON is grateful for the support and guidance provided by an international group of shared services and outsourcing professionals, widely recognized as experts in this industry. This committee supports our conference producers as they research and develop agendas that reflect both the challenges and the very best in current successes and learnings. Our steering committee is grouped according to "regions". Their time is valuable, and we extend a sincere "thank you" to them for the time that they dedicate to supporting and providing input to SSON. Learn more.

Partners

SSON operates across global markets, and works with leading operators in the shared services and outsourcing industry. As such, we are able to leverage our partnerships to promote and source all relevant information. If you are interested in discussing collaboration opportunities please contact us.

Contact Us

The SSON team would be delighted to hear from you and help you with any questions or concerns you may have — whether editorial, conference related, sponsorship related, or membership related. Contact us here.

Become a Contributor

If you would like to become a contributor, Customer Management IQ is currently accepting unsolicited manuscripts. To Find out more details, visit our contributor's guidelines.

Contributors

SSON has an extensive network of practitioners from around the world, that are involved with operational shared services and outsourcing models. These practitioners generously share their learnings with our membership by posting articles on our website. Our contributors represent all industries, all countries, and all functions. We vet the expertise of any contributor before posting a comment or an article online. Learn more.

Customer Management IQ Store

Customer Management IQ and IQPC provide educational conferences, training courses and expositions for Customer Management and Call Center professionals to learn about the latest developments and trends in Call Center and Contact Center Management, Customer Experience, Customer Service, Customer Relationship Management (CRM) and more. These sessions are now available OnDemand for purchase through B2B IQ. Access the content you need when you need it. Below is a list of the most recently added events.

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Call Center Management

Customer Experience Management

Marketing & Brand Management

Networking

Top Influencers

Advisory Board

Join our Social Networks

Vendor Directory

Invite your Colleagues

Conferences

Online Events & Continuing Education

Excellence Awards

About CM IQ

Meet the CMIQ team members

Steering Committee

Partners

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Contributors

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Thank you for joining Customer Management IQ

Call Center Management

Customer Experience Management

Marketing & Brand Management

Networking

Top Influencers

Advisory Board

Join our Social Networks

Vendor Directory

Invite your Colleagues

Conferences

Online Events & Continuing Education

Excellence Awards

About CM IQ

Meet the CMIQ team members

Steering Committee

Partners

Contact Us

Become a Contributor

Contributors

Customer Management IQ Store

Resources

Explore Categories

Networking

Advertise With Us

Join Customer Management IQ

Sign in using your existing
Customer Management IQ account