People Management 

How to Say No Without Saying No. Yes!

Dayna Steele at ACCE

Recently, I watched a Disney ‘cast member’ turn people away from a reserved area for 45 minutes without ever using the word “no.” She instead would say, in a very pleasant voice, “This section is reserved but if you go...

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BY: Dayna Steele – May 24, 2013 | Comments (0)
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People Management 

Customer satisfaction

Agent Perspective: Turning a Frustrated Customer into a Satisfied Customer

This blog post originally appeared on Call Center Weekly. You know that moment when you take the next call only to be greeted with less-than-friendly...

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BY: Tanesha Bailey – May 24, 2013 | Comments (0)
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Technology 

ACCE Anniversary Logo

ACCE Insider: The Top 5 Things I Learned at ACCE 2013

It is hard to believe that ACCE celebrated its 10th Anniversary this year. I’ve had the honor of speaking nine of those ten years. ICMI...

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BY: Bob Furniss – May 23, 2013 | Comments (0)
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Technology 

ICMI Quick Poll Results: Do you consider mobile customer service a competitive differentiator?

Do You Feel Mobile Customer Service is a Competitive Differentiator?

Last week we polled our community members to see if they considered mobile customer service to be a competitive differentiator.  77% of our respondents said...

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BY: Erica Strother – May 23, 2013 | Comments (0)
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People Management 

Did that just happen?

Flywheel: Rock Star Customer Service

Last week I was in Seattle for ICMI’s annual ACCE conference and spent Tuesday bookended by very public speeches to our community. During both occasions...

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BY: Sarah Stealey Reed – May 22, 2013 | Comments (1)
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ABOUT OUR BLOG

The Customer Management Blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Brad Cleveland

Senior Advisor and Former President/CEO, ICMI, ICMI

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Sarah Stealey Reed

Content Director, ICMI

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Justin Robbins

Manager, Training and Development, ICMI

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Richard Snow

VP and Research Director, Customer and Contact Center Practice, Ventana Research

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Amanda Mae Miller

National Account Manager, ICMI

Ann Tardy

Ann Tardy

President, Lifemoxie

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Ann Traurig

Sr. Business Consultant, NICE Systems

Ashley Verrill

CRM Software Analyst, Software Advice

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Bob Furniss

Bob Furniss

Director, Customer Care/Service Cloud, Bluewolf

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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Brooks Webb and Jeremiah Methven

Manager, Premier Support Team and Team Lead, Tier 3 Support, iContact

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David Johnson

Sr. Business Consultant, NICE Systems

Dayna Steele

Dayna Steele

Chief Tipster at YourDailySuccessTip, Speaker, & Author, YourDailySuccessTip.com

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Dianne Durkin

Dianne Durkin

President, Loyalty Factor

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Dina Vance

Dina Vance

Senior Vice President, Ulysses Learning

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Erica Strother headshot

Erica Strother

Community Specialist, ICMI

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Flavio Martins

Flavio Martins

Vice President of Customer Support, DigiCert, Inc.

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Heather Walter

Marketing Specialist, ICMI

Jay Reilly

Jeff Toister

Jeff Toister

President, Toister Performance Solutions, Inc.

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Jeffrey Bretana

Business Operations Analyst - Technology and Operations - Workforce Management, Navy Federal Credit Union

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Jeff Feuer

President, Customer Solutions Group

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Jennifer Quigley

Inside Sales Specialist, ICMI

Joe Alwan

VP/GM AVOKE Analytics, Raytheon BBN Technologies

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Joe Gallagher

John Wolf

Chief Marketing Officer, Intradiem

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Lori Carr

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Mark Lewis

Editor, Call Centre Focus

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Mark Stanley

Senior Principal Business Consultant, Genesys

Marta Kelsey

Marketing and Community Director, ICMI

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Max Ball

Director of Solutions Marketing, Genesys

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Michael Pace

Director of Customer Support, Constant Contact

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Nancy Porte Headshot

Nancy Porte

Vice President of Customer Experience, Verint

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Nikki Gresham

Supervisor, Workforce Planning, Assurant Solutions

Peggy Carlaw

Phillip Crowe

Social Media Director, Global Response

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Rachel Ostafi

Senior Marketing Manager, ICMI

Rajeev Venkat, Verint

Rajeev Venkat

Senior Director, Solutions Marketing, Verint

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Robert Stevenson

President and Founder of Seeking Excellence

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Rose Polchin

Rose Polchin

Senior Consultant, ICMI

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Scott Engman

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Susan Langwell

ICMI Certified Consultant, ICMI

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Tanesha Bailey

Tanesha Bailey

Product Specialist, iContact

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The Editors

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Tom Coleman

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QuickPoll

Do you consider Mobile to be a necessary customer service channel?

Yes - for both us and for our customers
Yes - but more so for our customers than for our company
Yes - but more for our company than for our customers
No - our customers demand it though
No - we have to in order to appear competitive
No - but, it has future opportunity
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