ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community... Read More
By Erica Strother Marois | Published: December 08, 2016 | Comments
Every customer wants it, and every company wants to provide it. But what is great customer service? How can business leaders achieve it? Find out how a few of ICMI's Contact Center... Read More
By Erica Strother Marois | Published: December 07, 2016 | Comments
Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More
By Verena Wissel | Published: December 06, 2016 | Comments
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
By Sharon Oatway | Published: November 28, 2016 | Comments
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
By Erica Strother Marois | Published: November 23, 2016 | Comments
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
By Erica Strother Marois | Published: November 17, 2016 | Comments
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
By Jeremy Watkin | Published: November 16, 2016 | Comments
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
By Brad Cleveland | Published: November 03, 2016 | Comments
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
By Jenny Dempsey | Published: November 01, 2016 | Comments
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
By Roy Atkinson | Published: October 31, 2016 | 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
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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