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Customer Experience


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Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... Read More

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel),... Read More

7 Reasons Why Customers Dread Calling Your Company

When was the last time you looked forward to calling customer service? For many customers, having to call a business for help brings on a sense of dread. Why is that? #ICMIchat... Read More

Six Steps to Emotional Intelligence

As a customer service pro, picking up on customer cues is the key to your success. But how can you really know what the customer is thinking - or feeling? Are you... Read More

Using DiSC to Enhance the Customer and Agent Experience

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents.  Having had exposure to many of these, DiSC is my... Read More

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



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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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