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Customer Experience


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Customer Service Leaders Share Tips for Building Trust

Webster’s Dictionary defines trust as “assured reliance on the character, ability, strength, or truth of someone or something.” Trust is non-negotiable for relationships, and that includes the relationship between a brand and its... Read More

How Wells Fargo Leverages Technology to Deliver A+ Service

Learn More About Wells Fargo Treasury Management Client Delivery, Winner of the 2017 ICMI Global Contact Center Award for Best Use of Technology “Solid planning, project management, quality assurance, and release processes... Read More

ICMI's Response to the Tragedy in Las Vegas

Dear ICMI Community, We were very excited to kick off Customer Service Week (CSW) today, but with the events overnight, we would like to dedicate today’s CSW outreach to a different type... Read More

The Omnichannel CRM Game

The Omnichannel CRM Game Working for a company that has integrated with a diverse range of CRMs (including custom ones) for several years, I’d like to share a bit of weary trade... Read More

Are Robots Killing Customer Satisfaction?

Throughout history, humans have distinguished ourselves by having powerful, passionate, and sensitive conversations with one another. We’re “programmed” to understand sentiment and ask nuanced questions to discover the root of a problem.... Read More

5 Things Your Agents Can Say to Dissolve Customer Frustration Immediately

By 2020, the customer experience your agents deliver will become your company’s key brand differentiator – overtaking price and product. Are your agents ready to provide globally differentiating customer service? Definitive service... Read More

How to Leverage Technology to Overcome Common Contact Center Challenges

Learn more about Jacada, winner of the 2017 ICMI Global Contact Center Award for Best New Technology Solution “Great concept that definitely meets a need within the industry. What’s done particularly well?... Read More

Millennials Want to be Treated as People, Not a Case Number

Only a few years ago, the customer service journey was linear. If a customer needed additional information or help with an issue, they’d call a dedicated number, and the customer service representative... Read More

6 Examples of Wow-Worthy Social Media Customer Service

This week Dan Gingiss, author of Winning at Social Customer Care, joined us for a special #ICMIchat. We talked about what it takes to deliver outstanding social media customer service, and we... Read More

How VRI Has Changed the Face of Healthcare

In the field of healthcare, new technology pushes advancement in terms of care, heightened patient engagement and elevated patient-provider communication. One such technology is video remote interpreting (VRI), which has significantly impacted... 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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