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In The News

March 14, 2017
Artificial Intelligence is Slowly Transforming Contact Centers
By Ibrahim Malick | IbrahimSajidMalick.com

Over the years, I have watched artificial intelligence swiftly move from a thing of the future to a practical element in the improvement of contact center operations. With the contact center remaining a vital component of customer acquisition and retention, it seems obvious that continual advancements are key in boosting the success of businesses worldwide. When it comes to improving the contact center experience for improved client acquisition and retention, intelligent network interfaces are beyond compare. Understanding just how artificial intelligence beneficially alters the contact center landscape has helped me see how this feature benefits business operations.

February 28, 2017
How to Get Better Customer Service, and Skip the Rage
By Christopher Mele | New York Times

You’ve bought a product or service, and now — ugh! — there’s a problem. Your blood pressure climbs as you face an obstacle course worthy of “American Ninja Warrior” to get help.

January 26, 2017
Insider Perspectives: ICMI’s Erica Marois on Contact Centers
By Jeff Toister | Customer Think

In any industry, there are a few people you absolutely need to know.

Erica Marois is one of those people for contact center professionals. She’s the Community Strategist for the International Customer Management Institute (ICMI) and a terrific source of information on Twitter. Her role involves connecting people in the contact center community to give them the tools and resources they need to advance their careers.

October 18, 2016
GOING THE EXTRA MILE: CUSTOMER SERVICE IN THE 21ST CENTURY
By Manuela Schwab | Web in Travel

The two words “unexpected” and “helpful” sum up the opportunity for every brand that aspires to delight its customers with great service. Along with the advancement of communication technology, customers’ expectations are constantly changing. In this article, we identify some of the trends in customer service and how the travel industry can adopt them.

July 29, 2016
How to Combat the Frustration of Customer Service Phone Calls
By Olivia Sterns | NBC Nightly News with Lester Holt

Some companies make customer service difficult on purpose. Here's what you can do to finally end the runaround of bad service.

July 21, 2016
Is Tech Support getting worse on purpose?
By Tim Hattrick | The Kim Komando Show

ICMI's Justin Robbins

July 8, 2016
Trusource’s revenue target: $34M in year three
By Christopher Calnan | Austin Business Journal

ICMI's Justin Robbins

July 6, 2016
Bad Tech Support May Be Part of a Plan
By Dale Forbis | KTRH News Radio

Industry expert Justin Robbins with the International Customer Management Institute says the companies may be hoping you'll get frustrated and just buy a new one -- or maybe you'll pay extra for "super-special," expert help.

July 5, 2016
Daily Report: Don’t Feel Bad. Everyone Hates Calling for Tech Help.
By Jim Kerstetter | New York Times Daily Report

As Kate Murphy wrote in the Times, a survey conducted by the industry group International Customer Management Institute, or ICMI, found that “92 percent of customer service managers said their agents could be more effective and 74 percent said their company procedures prevented agents from providing satisfactory experiences.”

July 5, 2016
Art Feuds, Tech 'Support' and Airport Security
By Barry Ritholtz | Bloomberg

Why Tech Support Is (Purposely) Unbearable (New York Times)

July 3, 2016
Why Tech Support Is (Purposely) Unbearable
By Kate Murphy | NY Times

You may consider yourself even-keeled, the kind of person who is unflappable when those around you are losing their cool. But all that goes out the window when you call tech support. Then you fume. Your face turns red. You shout things into the phone that would appall your mother.

July 1, 2016
MOO
By Susan Hash | Contact Center Pipeline

More recently, it was recognized as a world-class
service provider by the International Customer
Management Institute (ICMI) with three 2016
Global Contact Center Awards in the Best
Small Contact Center, Best Chat Support and
Best Use of Technology categories.

June 15, 2016
Your Phone Agents’ Unexpected Self-Service Problem
By Jeff Toister | Customer Think

“The typical customer journey is taking them across multiple channels, and all too frequently captures information in multiple disparate systems. When these customers finally make their way to a phone rep, it’s often a fragmented, complicated mess.”

June 1, 2016
16 Top Customer Experience Takeaways from CRM Evolution
By Tricia Morris | Customer Think

12. “Don’t make assumptions about your customers’ preferences. Ask them; test and revise.” – Justin Robbins, ICMI

June 1, 2016
16 Top Customer Experience Takeaways from CRM Evolution
By Tricia Morris | Customer Think

While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as the Customer Service Experience and SpeechTEK conferences running concurrently), here are 16 terrific takeaways from the event shared by key speakers and analysts including Esteban Kolsky of ThinkJar, Kate Leggett and Ian Jacobs of Forrester Research, Ray Wang of Constellation Research and more:

May 13, 2016
ICMI Research Finds Contact Centers Lack Language Skills
By Leonard Klie | Smart Customer Service

Research released today by the International Customer Management Institute (ICMI) and Lionbridge Technologies found that most contact centers are not prepared to handle the increase in customer contacts in languages other than English.

May 12, 2016
At Contact Center Expo, Speakers Stress Standing Out
By Leonard Klie | Smart Customer Service

A recent Gallup poll found that when both their customers and employees are engaged, companies see a 240 percent increase in performance-related outcomes, which goes to show that customer service "really matters," said Brad Cleveland, cofounder and senior adviser of the International Customer Management Institute (ICMI), during the opening keynote of the ICMI Contact Center Expo.

May 11, 2016
New Report: Few Contact Centers Adequately Address Omni-Lingual Support
By Paula Bernier | Smart Customer Service

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a new report by The International Customer Management Institute and Lionbridge Technologies (News - Alert) Inc.

March 15, 2016
3 Tips for Developing Effective Social Customer Support
By Maureen Szlemp | Smart Customer Service

Developing social customer support strategies isn't just a good idea in today's digital world; it's critical. Research shows 40 percent of consumers use social media for customer support, resulting in higher customer satisfaction and loyalty, according to 61 percent and 58 percent of survey respondents, respectively.

March 11, 2016
Your Customer Experience Is Under Attack
By Justin Robbins | Smart Customer Service

Over the past two years, I've extensively researched the customer experience, contact center agent performance, and the various nuances of customer relationship management. During my search for the enablers and inhibiters of exceptional service, I consistently encountered one common denominator that is negatively affecting all of them with increasing frequency: agent-facing technology. In fact, 2015 research I conducted for ICMI found that 92 percent of contact center leaders believed their agent technology was unable to fully meet agents' needs.

November 16, 2015
ICMI Research: Contact Center Leaders Are Disconnected
By Jeff Toister | Customer Think

There are some big gaps between what contact center leaders believe and their customers actually perceive.

The International Customer Management Institute (ICMI) and inContact asked contact center leaders to respond to the same set of survey questions that consumers were asked in an earlier study. The earlier, consumer study was conducted by Harris and inContact. The answers from the two groups were then compared.

October 23, 2015
ICMI Conference Highlight: ICMI Partners with Five9 on Guide to Contact Center Metrics
By Maria Minsker | Smart Customer Service

Metrics are the lifeblood of every contact center's performance, yet many of them aren't measuring the right performance indicators, the ICMI determined in a recent study. The findings, announced at the ICMI Contact Center Conference earlier this week, revealed that as contact centers evolve to be increasingly multichannel hubs, companies are struggling to maintain consistency across channels and customer touch points.

October 15, 2015
ICMI Vendor Spotlight: Directly Makes a Splash with On-Demand Customer Service App
By Maria Minsker | Smart Customer Service

At the upcoming ICMI Contact Center Demo and Conference in Las Vegas next week, companies are expected to demonstrate the latest technology in the customer service space. On-demand customer service provider Directly is making its first appearance at the ICMI conference, but the vendor is already drawing attendee attention with its expansion into the B2B arena. The budding company has a number of well-known B2C clients, including Pinterest, Airbnb, and Lyft, but will at the ICMI event introduce a solution for B2B customers as well.

August 11, 2015
Tito Colon Talks About Aetna Insurance’s ICMI Award Winning Multilingual Service
By Loren Moss | Customer Experience Report

Running contact centers is not easy. Add to the existing challenges the mission to support your clients in multiple languages, and in sometimes complex subject matter. Some companies have figured out the keys to success though. The insurance giant Aetna is one such example, having won this year’s 2015 “Best Multi-Lingual Support Center” award at the International Customer Management Institute’s Contact Center Expo and Conference.

July 30, 2015
Report says contact centres still dogged by negative perception
By Chris Ward | MyCustomer

The ICMI’s latest report, Collapse of the Cost Center: Driving Contact Center Profitability, was written in partnership with Zendesk and reveals that 62% of global contact centres are still “perceived as cost centres” within their organisations, and viewed internally as being inefficient.

July 8, 2015
Progressive Insurance Wins ICMI’s Global Contact Center Award: “Best Strategic Value To The Organization”
By Loren Moss | Customer Experience Report

Progressive Insurance has won this year’s Global Contact Center Award issued by the International Customer Management Institute (ICMI), in the category of “Best Strategic Value to the Organization.” Progressive Insurance’s contact center operation won this because of their integral importance to every aspect of Progressive Insurance’s operations, and their success in driving Progressive’s consistent growth.

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann, Customer Service Manager, The General Insurance

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