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Customer Experience


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Customer Experience: Just Another Catch-Phrase?

I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking for the 90’s” and I went on to... Read More

12 Reasons Customer Service Professionals are Giving Thanks

In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016,... Read More

How to Deliver a More Seamless Customer Experience

Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent time exploring what a... Read More

You, Machines, and the Future of Customer Service

As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it. While phone has been the predominant... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

A Tall Order for Customer Service

I was visiting a good friend in Hoboken, NJ and we were in dire need of some serious java. We headed over to the Starbucks in walking distance from her apartment near... Read More

Avoid the Blame Game in Customer Service

I often fill out customer surveys. I like to think my feedback matters. So when I run into a survey that asks question after question about the agent or analyst who assisted... Read More

The Key to Building an Exceptional Service Culture

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with... Read More

How to Meet the Needs of Today's Connected Customers

Are customer expectations on the rise? If so, what role (if any) does technology play in shaping their needs and perceptions? According to Brad Cleveland, today's customers have ten key expectations.We spent... Read More

Use Your Senses to Improve Customer Experience

You can’t read a business blog or magazine without being bombarded with messages about how important customer experience is. As technology has leveled the playing field to the point where most companies’... Read More



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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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