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Customer Experience

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Going the Extra Mile for Customers

Over the Christmas and New Year holiday, I spent a considerable amount of time taking customer calls. Support team members were taking well deserved time off, which meant I had to step... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

3 Trends Shaping a New Year

Meet Brad this May at ICMI's Contact Center Expo & Conference. Register by January 31st to save $400 off any pass. Baseball legend Yogi Berra once quipped, “It's tough to make predictions,... Read More

Customer Service Resolutions

New year, new you? 'Tis the season for resolutions, planning, and dreaming. In that spirit our #ICMIchat community shared their customer service goals for the new year. Click through this presentation to... Read More

The Ultimate Showdown: Agent Stress vs the Customer Experience

"The customer is always right." "Le client n'a jamais tort" (the customer is never wrong). "Der Kunde ist Konig" (the customer is king). It's ubiquitous, global, and constant: our focus on the... Read More

Best of Breed Interactions

We’ve come a long way since the days of basic CTI, when businesses had to settle for telephony only and integration projects were complex and expensive.  For years we had to use... Read More

Making (Customer) Spirits Bright: How to Ensure Stellar Tech Support During the Holidays

The holidays often signal an influx in tech support queries for B2C companies—after all, what good is the new, flashy must-have tech gadget if it doesn’t work? An organization unprepared for this... Read More

5 Ways VR is Set to Transform Sales and Service

With the launch of Oculus Rift, HTC and now PlayStation VR, the future of fully immersive entertainment experiences has arrived. Now, you can climb to the summit of Everest, dive to the... Read More

Achieving CX Success on Social Media

At some point, you've had a Social Media interaction with a brand that could have ended better. We all have. Companies have gotten hip that Social Media is where their customers are.... Read More

The Land of Customer Service

As originally posted on Japan is famous for its hospitality and customer service culture. I’ve always wanted to experience this for myself, and in October I had the unique opportunity to... Read More

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What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
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