Customer Experience |
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Customer Experience

Topic Content

The Key to Building an Exceptional Service Culture

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with... Read More

How to Meet the Needs of Today's Connected Customers

Are customer expectations on the rise? If so, what role (if any) does technology play in shaping their needs and perceptions? According to Brad Cleveland, today's customers have ten key expectations.We spent... Read More

Use Your Senses to Improve Customer Experience

You can’t read a business blog or magazine without being bombarded with messages about how important customer experience is. As technology has leveled the playing field to the point where most companies’... Read More

Celebrate Customer Service Week with ICMI and HDI

In between celebrating National Ice Cream Day, National Pancake Day, and National Talk Like a Pirate Day, we celebrate people in a certain profession. Administrative professionals have their day. Healthcare professionals have... Read More

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

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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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