Customer Experience | ICMI.com
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Customer Experience


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Personalized Service at UPMC Health Plan

“I spoke to Kierra. She was so nice and this is the best I've ever been treated with a health care company. This is the second time I called and got great... Read More

Seven Effective Practices for Preventing Customer Rage

“What we’ve got here is a failure to communicate”. That quote is a reference to the 1967 movie Cool Hand Luke, and it's also my assessment after rereading the findings of our Consumer Study... Read More

How to Collect and Respond to VOC Data

Data, data, data. There's no shortage of reporting in the contact center, but what's the best way to use all that information? What's the best way to collect customer feedback, how do... Read More

5 Practical Actions to Improve Customer Satisfaction

More and more companies are surveying their customers following interactions, asking them to rate their experiences. The survey they use may be Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score,... Read More

What Do Customers Really Think About Long Wait Times?

How do our customers really feel about wait time in a phone queue? Do they really think that you mean it when you say "your call is important to us"? How do... Read More

15 Reasons Why Brand Advocates are the Bedrock of Your Business

What would it mean to your business if you could build a team of 5, 10, 50, 100 sales reps, for free? What if these representative had influence over a large segment... Read More

Looking at Contact Center Metrics in a Customer-Centric Way

Contact Centers, as an industry, have been around since the advent of telephony technology.  That technological era has also enabled us to measure and track contact center activity quite accurately.   For... Read More

5 Things You Should Stop Writing to Your Customers Right Now

I’m about to give you a (friendly) scolding about some of those ingrained customer service writing habits you need to break. I’ll call out some bad customer service wording you should stop... Read More

20 Tips for Preventing Service Failures

We’ve all read the stories, listened to the call recordings, watched the YouTube rants and followed the viral hashtags. Mistakes happen, but the repercussions of one negative customer experience can have permanent... Read More

Get Up to Speed on Bots in Customer Service

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



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QuickPoll

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
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