Customer Experience | ICMI.com
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Customer Experience


Topic Content

Conducting Effective Quality Calibrations

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what... Read More

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

How to Handle Social Media Complaints with Confidence

What’s the best way to handle social media complaints with confidence? A staggering 879 million complaints are posted each year on social media by consumers.  Some people rant because they can, or... Read More

How Can Businesses See the Person Behind Every Interaction?

You’re a customer service guru. Where others see simple data points like handle time and NPS, you see real people with real problems that need solving. So let’s look at a real... Read More

How to Collect and Respond to CSAT Data

Do you know what your customers really think about your service? How does your team measure and improve CSAT? How do you get more customers to offer their honest feedback? These are... Read More

5 Ways Texting Helps Contact Centers Enhance the Customer Experience

According to Deloitte, 92% of organizations that view customer experience as a differentiator offer multiple contact channels. Although calling will always be one way customers prefer to get issues resolved, things like... Read More

Reducing Customer Effort in the Contact Center

When it comes to pleasant experiences and customer satisfaction, the time and effort put forth by a customer in interacting with your brand play a major role. Voice calls in particular are... Read More

Give Customers What They Want: Fast Action and Human Interaction

Eight out of ten of customers will consider switching to a competitor due to poor customer service. With the hype of artificial intelligence (AI) and other emerging technologies that help make customer... Read More

6 Steps for Turning Around Upset Customers

When I was at Phone.com, shortly after implementing our first customer satisfaction survey, we established early on that we were going to respond to any customers who were dissatisfied with our service.... Read More

A Birthday Surprise with Wings

On my afternoon Southwest flight from Nashville to San Diego, we were about 30 minutes from landing. The Flight Attendant flips on the intercom and speaks in an excited voice, “We have... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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