ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition
By ICMI editors
Published: December 19, 2016
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
Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a... Read More
By Erica Strother Marois | Published: February 10, 2017 | Comments
Admit it, you’re stuck in a rut. Yet again, one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back.
You know... Read More
By Jim Rembach | Published: February 09, 2017 | Comments
When you ask someone their reasons for choosing one brand over another, how many times have you heard, “Because their customer service was fantastic”? People really value great customer care, and getting... Read More
By Dan Moross | Published: February 07, 2017 | Comments
Key take-away: Evaluate shifting mix of service channels specific to your customer base
In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More
By Chris Bauserman | Published: February 06, 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
Leading Change in the Contact Center
Need Help! Planning for growth
Recap: What Really Works in Training
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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