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Be Reachable--You Are Not Bill Murray

If you give someone your contact information – an email, a phone number, a business card – and he or she contacts you: Reply to the email Answer the phone call Return... Read More

#CCExpo14 Thought Leadership Panel: Mobile Customer Support

Does every company need a mobile app to remain competitive? In this thought leadership panel from Contact Center Expo and Conference, our expert panelists share their take on the need for mobile... Read More

CRM Integration in the Age of the Customer: 1+1=3

Most everyone in the Contact Center and CRM space seems to agree: this is the age of the customer. Excellence in Customer Service is a competitive differentiator, and offering better customer service... Read More

Will self-service eventually replace the live agent?

When you call your bank or mobile phone provider with a simple balance inquiry or change to your data plan, chances are you’ll be directed to a self-service channel where you can... Read More

VIDEO: Contact Center Rock Stars Share Unique Ways to Celebrate Customer Service Week

Customer Service Week is right around the corner (October 6-10). Is your contact center prepared to celebrate the special occasion? In this video ICMI community specialist Erica Strother chats with contact center... Read More

I Hate Bad Bots! 5 Ways to Create a Better Automated Experience

I called my bank the other day and was greeted by the obligatory phone tree. I answered five different levels of questions before finally getting frustrated and asking to be transferred to... Read More

Improving the Customer Experience with Smart Process Applications

This is an age of customer service, and businesses have more pressure than ever to deliver convenient, fast and accessible customer solutions. With the touch of a button or swipe of a... Read More

You Can Be Friends with Anyone

Is there a co-worker you aren’t crazy about? Maybe a customer you dislike dealing with? Maybe you don’t particularly enjoy being around your spouse anymore? That’s how this conversation started with a... Read More

#CCExpo14 Thought Leadership Panel: The True Emerging Channels

When it comes to customer service, will anything actually surpass the phone for support? In this thought leadership panel from Contact Center Expo and Conference, our expert panelists explore which channels are... Read More

#ICMIchat Recap: Measuring Success with Self-Service

There's no doubt about, self-service yields big benefits for both the customer and the contact center.  But how can you best measure success? What are the metrics needed to benchmark self-service interactions,... Read More



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