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Customer Experience


Topic Content

How Customer Service Must Adapt to the Largest Consumer Segment: Millennials

With ranks of over 76 million, Millennials have now overtaken boomers as the largest group of consumers in the United States. What makes this generation all the more important to consider when... Read More

ICMI's Top 17 Articles of 2017

The end of the year is an ideal time to stop, reflect, and celebrate. As we look back on the year that was, we’re proud of all the ways we’ve helped bring... Read More

Life Doesn't Follow a Script. Why Should a Contact Center?

As more and more companies move to nearshore call centers for customer service outsourcing, it’s important to understand how contact centers are responding, and adapting. There are new tools, and constant sources... Read More

ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. In my last article in this series, I discussed the importance of creating a true omnichannel... 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

Why You Should Join the #FreeToHelp Movement

This year, Jenny Dempsey (CustomerServiceLife.com blogger) and I started the #FreeToHelp movement, and we hope you’ll join us. We believe most frontline agents are willing to help customers, but we wanted to... Read More

Are Quality Scores Important? 14 Experts Share Their Thoughts

Are quality scores important in the contact center? Do agents need to see a score in order to be successful? I recently explored this in an article, and when the topic came... Read More

6 Random Acts of Kindness That Can Elevate the Customer Experience

In the spirit of the season, we asked the #ICMIchat community to share reasons why they're grateful for their teams, their customers, and their careers. We also asked them to share how... Read More

Answers to Four of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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