ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Sometimes we create barriers to success. As a result, these barriers can damage morale, cause confusion, or make a task more difficult than necessary. We must learn to remove barriers, not create them!... Read More
By Jeremy Hyde | Published: January 23, 2017 | Comments
Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation... Read More
By Erica Strother Marois | Published: January 20, 2017 | Comments
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
By Sean Hawkins | Published: January 19, 2017 | Comments
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
By Writings by ICMI Top 50 Thought Leaders | Published: January 11, 2017 | Comments
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
By Brad Cleveland | Published: January 09, 2017 | Comments
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
By Erica Strother Marois | Published: January 06, 2017 | Comments
"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
By Baker Johnson | Published: December 27, 2016 | Comments
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
By Anthony Uliano | Published: December 20, 2016 | Comments
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
By Donald Hasson | Published: December 15, 2016 | Comments
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
By Ashley Unitt | Published: December 14, 2016 | Comments
Rock your Customer Experience! Tips for Success from Award-Winning Contact Centers
TOOL KIT: Designing the Modern Customer Experience
Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center
Leading with Authenticity
7/26 Questions: Metrics Mistakes
FLSA: NEW OVERTIME RULE
Do you use customer preference data to determine and direct customers to the best channel(s) to handle their issue?
Do you think customers will pay more for a better customer experience?
Does your contact center have a customer experience program?
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