ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
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
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
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
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
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
Being always connected...is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? In this TEDx talk, Brad Cleveland provides a fresh perspective on how... Read More
By ICMI editors | Published: January 31, 2017 | Comments
It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the contact center industry is this more evident than in insurance claims... Read More
By Kim Campbell | Published: January 26, 2017 | Comments
Sometimes we create barriers to success. As a result, these barriers can damage morale, cause confusion, or make a task more difficult than necessary. We must learn to remove barriers, not create them!... Read More
By Jeremy Hyde | Published: January 23, 2017 | Comments
Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation... Read More
By Erica Strother Marois | Published: January 20, 2017 | Comments
Rock your Customer Experience! Tips for Success from Award-Winning Contact Centers
TOOL KIT: Designing the Modern Customer Experience
Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center
How to Create a Customer Journey Map
FLSA: NEW OVERTIME RULE
7/19 Questions: Efficiency Metrics
Do you use customer preference data to determine and direct customers to the best channel(s) to handle their issue?
Do you think customers will pay more for a better customer experience?
Does your contact center have a customer experience program?
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