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Customer Experience

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How to Measure and Improve the Customer Experience

As any sports fan knows, baseball is driven by statistics. There is a statistic for everything imaginable in baseball. But, it hasn’t always been as statistics-driven as it is today. In the... Read More

The Secrets of Creating an Effective Customer Feedback Program

You already know your company needs a customer feedback program, but do you know how to plan for one and implement it successfully? What are specific things to consider while making a... Read More

OpenTable's Innovative Approach to Customer Service Metrics

If you’ve made a dinner reservation recently, you’ve probably used OpenTable. The service has revolutionized the dining experience, empowering customers with a simple and convenient way to find and reserve tables by... Read More

15 Quotes to Inspire Customer Service Excellence

ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we... Read More

What the 10 Hour Zappos Call Teaches Us About Contact Center Metrics

Have you ever stayed on the phone with a customer for ten hours? Steven Weinstein of Zappos did. By now, you’ve probably heard the story. Steven’s lengthy call is so compelling because... Read More

Create Better Customer Outcomes Through Journey Mapping

Interested in learning how to map the customer journey? Join Jim at Contact Center Demo & Conference! He'll lead a half-day workshop that provides everything you need to run a journey mapping... Read More

Ease the Pain of Calling a Contact Center

Does waiting on hold with an airline test your patience? Does navigating the cable company IVR drive you nuts? As a contact center leader, you know how difficult it is to design... Read More

6 Unique Ways to Improve Contact Center Accessibility

According to ICMI research, 83% of contact centers measure their accessibility and one-third of contact center leaders consider it to be an indispensable metric. While most contact centers meet their accessibility goals... Read More

Insider Tips: How to Measure and Improve Customer Satisfaction

Customer service is the new marketing. So, what's the best way to provide great customer service? Contact centers have a wealth of data, but data without action or purpose is useless. During... Read More

Gestures of Trust Win Big Results

I was attending a breakout session on social media strategy at a customer service conference when the presenter asked, “Who allows their reps to have Facebook on their work computers?” Not surprisingly,... Read More

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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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