Customer Experience | ICMI.com
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Customer Experience


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Want to Improve Quality? Ditch the Score From Your Scorecards

Learn more about Navy Federal Credit Union, winner of the 2017 ICMI Global Contact Center Award for Best QA/Customer Experience Program "Moving away from a checklist to a short, scoreless, behavioral based... Read More

Making Sense of the Omnichannel Customer Experience

30 years ago there were only a couple of ways to get in touch with a company with a question, comment or concern.  You either picked up the phone and dialed or... Read More

Grab the Remote: Time to Change the (omni)channel

If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road... Read More

A Recipe for Award-Winning Live Chat Support

Learn more about Signs.com, winner of the 2017 ICMI Global Contact Center Award for Best Chat Support “It’s nice to see such a wide variety of metrics used to measure the success... Read More

The Evolution of Self-Serve Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer... Read More

7 Reasons to Add New Service Channels in 2018

It's budget time. Are you planning to add new service channels to the mix in 2018? Life in the contact center is only growing more complex, and customer expectations are on the... Read More

The Secrets of Award-Winning Outsourced Service

An Interview with the 2017 ICMI Global Contact Center Awards Winner for Best Outsourcing Provider “Callzilla demonstrates a clear focus on caller and customer satisfaction. Excellent presentation on methodology for KPI and... Read More

How to Make AI Work With the Right Data Points

Before working to onboard new clients and ensure their continuous success and growth at Next Caller, I worked in the ultimate customer service role: as a Middle School Teacher and Dean of... Read More

3 Ways to Ace Customer Service in an Omnichannel Era

Organizations are in a constant battle to keep up with the ever-changing landscape of customer expectations. Today, companies are constantly adapting and evolving to meet the new era of the empowered consumer... Read More

Three Lessons Every Omnichannel Support Team Needs to Know

The key to an effective omnichannel support strategy is access. Customers need access to the support team wherever they turn: social media, email, SMS, live chat, or phone. Access plays an important... 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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