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Customer Experience

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6 Steps for Turning Around Upset Customers

When I was at, shortly after implementing our first customer satisfaction survey, we established early on that we were going to respond to any customers who were dissatisfied with our service.... Read More

A Birthday Surprise with Wings

On my afternoon Southwest flight from Nashville to San Diego, we were about 30 minutes from landing. The Flight Attendant flips on the intercom and speaks in an excited voice, “We have... Read More

How Millennials are Changing the Customer Expectation

Exceeding customer expectations should be one of the highest priorities for a contact center. This is because happy customers translate into return buyers and excellent reviews, both of which help foster brand... Read More

ICMI Tuesday Training Tip: The Power of Professional Connections

Last week's tip was all about improving the customer experience. Are you ready for more advice to supercharge your career and your contact center? One of the most powerful secret weapons every... Read More

Speaking the Language of Customer Experience Value

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a customer service job with essentially one objective: make everyone around me happy, and make customers happy... Read More

Are Millennials Changing Customer Expectations?

Are millennials changing customer expectations? If so, how can companies begin preparing now to meet the needs of future customers? Watch the video below to see what #ICMIchat participants think, or head... Read More

Managing Results and Profits? Great-That's Half the Leader's Job

How well is your call center performing? I’ll bet you can tell me the year-to-date metrics and your best performing agent in a heartbeat. You’ve got dozens of key performance metrics that... Read More

Building an Award-Winning Customer Experience

MOO is an online print and design company. We love great design and believe it can work wonders for every business, no matter their size. That’s why we make it simple for... Read More

How Booker Helps Moms Have a Better Mother's Day

As a working mother, I know how hard it can be to set aside some “me time.” But what woman doesn’t love being treated to a nice spa treatment or getting pampered?... Read More

Tuesday Training Tip: 10 Simple Ways to Improve Service

A lack of adequate technology often stands in the way of enabling contact centers to deliver the best customer experiences, but excuses only limit potential. Are you guilty of using your limitations... Read More

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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