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The Lost Art of Asking Questions is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking... Read More

‘Big SoMoClo’: A professional wrestler name, or the key to customer experience transformation?

You may have heard about SoLoMo in recent years in regard to social media and its impact on a number of industries. But what about Big SoMoClo? Okay, that’s not the stage... Read More

Social Care for All

We are social creatures. From the beginning of civilization, we have maintained bonds with family and friends for safety, survival and support. That need for connection and the feeling of being a... Read More

What Surprised Me Most About ICMI's Contact Center Expo and Conference

After working in the contact center industry for more than a quarter of a century, and participating in various trade shows and conferences either as an attendee or an exhibitor for 15... Read More

#ICMIchat Recap: Determining Which Channels to Use for Social Customer Service

During the month of May ICMI is devoting all it's resources to social media customer service.  Gone are the days when social was considered an emerging channel.  Social is here to stay,... Read More

7 Deadly Sins of Social Customer Service

Social media is redefining the profile of what it means to be a high-value, high-risk customer. What was once a conversation between your rep, your customer, and the your monitoring systems is... Read More

Video: ICMI.com Monthly Top 5: April 2015

This year we launched the ICMI.com Monthly Top 5 series.  It's our way of keeping you up to speed on some of the most buzzworthy topics in the contact center industry. We're... Read More

How to Handle Social Media Customer Support in a Natural Disaster

In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and... Read More

Heightened Expectations in Today's Hyper-Connected World: 3 Key Findings From New Customer Journey Research

As we know, customers want it all: infinite choice, immediate access, personalized service. And, they expect your contact center to deliver it at every step. At inContact we continue to look at... Read More

Learn From the Big Brands and Proactively Train Employees on Customer Experience

Is your company pro-actively training front-line employees in customer service? The answer is probably yes, as the majority of companies are. Effective training and development remains an essential aspect of promoting a... Read More

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Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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