ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition
By ICMI editors
Published: December 19, 2016
A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the... Read More
By Ben Jost | Published: February 24, 2017 | Comments
Preparing to use bots in your customer care organization? Confused about what a bot is and how one works?
Is the robot army marching toward us? Maybe? Probably! As customer service professionals,... Read More
By Leslie O'Flahavan | Published: February 23, 2017 | Comments
We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. Regular readers of... Read More
By Susan Preiss | Published: February 22, 2017 | Comments
In her wonderful book, Design for How People Learn, Julie Dirksen likens our brains to a rider on a elephant. The rider is the conscious part of the brain that CONTROLS. The... Read More
By Elaine Carr | Published: February 21, 2017 | Comments
Rose are red. Violets are blue. We love our customers, how about you?
In honor of Valentine's Day, our #ICMIchat community spent some time brainstorming ways to show customers appreciation. What do... Read More
By Erica Strother Marois | Published: February 17, 2017 | Comments
I know what you may be thinking. Yet another meaningless corporate rah-rah statement for me to forget about in a week!? I’m with you. Two years ago, I would have been in... Read More
By Nate Brown | Published: February 16, 2017 | Comments
Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less. This balancing... Read More
By Erica Strother Marois | Published: February 15, 2017 | Comments
Contact Center Expo & Conference keynote speaker Chip Bell reveals three customer experience truths.
I have to be honest; I enjoy debates when both debaters have some of the truth on each... Read More
By Chip Bell | Published: February 14, 2017 | Comments
I’m a little ashamed to admit that my first Valentine’s Day with my wife, Alicia some 19 years ago, looked a bit different than it does today. For example, I wrote her... Read More
By Jeremy Watkin | Published: February 14, 2017 | Comments
"Shoot for the moon, and if you miss, you’ll land in the stars!"
That quote, attributed to both motivational speaker, Les Brown and inspirational author, Norman Vincent Peale, is about striving for... Read More
By Mike Aoki | Published: February 13, 2017 | Comments
ICMI Book Club Discussion: The Culture Engine
TOOL KIT: Quality Management in the Contact Center
Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience
Recap: Reducing Customer Effort
How to Make the Most of Your Time at #CCDemo
7/19 Questions: Efficiency Metrics
Which method do you feel is most effective for recruiting new agents?
What is your contact center's number one priority for 2017?
Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?
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