Customer Experience | ICMI.com
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Customer Experience


Topic Content

How to Make AI Work With the Right Data Points

Before working to onboard new clients and ensure their continuous success and growth at Next Caller, I worked in the ultimate customer service role: as a Middle School Teacher and Dean of... Read More

3 Ways to Ace Customer Service in an Omnichannel Era

Organizations are in a constant battle to keep up with the ever-changing landscape of customer expectations. Today, companies are constantly adapting and evolving to meet the new era of the empowered consumer... Read More

Three Lessons Every Omnichannel Support Team Needs to Know

The key to an effective omnichannel support strategy is access. Customers need access to the support team wherever they turn: social media, email, SMS, live chat, or phone. Access plays an important... Read More

The Top 10 Customer Service Pet Peeves

Are you annoying your customers? Our #ICMIchat community shared their biggest customer service pet peeves. Find out which ones made the top 10 list. Looking for ways to banish the bad habits?... Read More

Make Customer Experience a Differentiator-- Regardless of What Business You're In

We’ve all had at least one bad customer experience in our lifetime. If you’ve only had one – you’re among one of the very lucky few. Most of us have experienced the... Read More

Should You Always Agree With Customers?

Every sales and support professional has to deal with customer complaints and objections. While you strive to provide a seamless support operation, it’s impossible to please everyone all the time. Customers are... Read More

How an Enabled Support Team Impacts Customer Experience

When it comes down to it, customer support leaders have double duty. Not only do they provide the type of customer experience that keeps customers satisfied and happy, but they have to... Read More

Conducting Effective Quality Calibrations

Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what... Read More

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

How to Handle Social Media Complaints with Confidence

What’s the best way to handle social media complaints with confidence? A staggering 879 million complaints are posted each year on social media by consumers.  Some people rant because they can, or... 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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