ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Knowledge bases are becoming very popular, both as internal tools for employees and as external tools for customers. But creating a knowledge base requires more than just purchasing the right piece of... Read More
By Sameer Bhatia | Published: May 18, 2016 | Comments
If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated. They understand that sometimes texts from your company... Read More
By Leslie O'Flahavan, Rich Weborg | Published: May 03, 2016 | Comments
The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding... Read More
By Rich Weborg | Published: March 30, 2016 | Comments
The future of online customer experience is self-service and optimizing your knowledge base search is vital to securing the loyalty of the emerging economic buying power — Millennials. According to Ad Age,... Read More
By Matt Riley | Published: February 17, 2016 | Comments
It's hard to believe that 2015 is already coming to an end! What an amazing year it's been for ICMI and the contact center community as a whole.
November was a particularly... Read More
By Justin Robbins, Erica Strother Marois | Published: December 18, 2015 | Comments
The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact,... Read More
By Elias Parker | Published: December 16, 2015 | Comments
Is your organization feeling the millennial push? If you are tracking feedback from your millennial customers then you have likely noticed that this cohort isn’t satisfied with the status quo of customer... Read More
By Tamara Irminger Underwood | Published: November 04, 2015 | Comments
Summer is in full swing, but things haven't slowed down here at ICMI. June was another busy month filled with new research, webinars, interviews, and articles.
Whether you're looking to expand on... Read More
By Justin Robbins, Erica Strother Marois | Published: July 13, 2015 | Comments
One of the things I love most about working at ICMI is connecting with the amazing people that make up the customer service community. I love chatting with old friends and new... Read More
By Erica Strother Marois | Published: June 30, 2015 | Comments
It’s official. As of this writing, there are an estimated 7 billion active mobile phone subscriptions—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course,... Read More
By Brad Cleveland | Published: June 24, 2015 | Comments
Listen to me! Using Big Data to Achieve New Channel Executive Support
Build a Mobile Customer Service Strategy
A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report
7/12: Quality Metrics
Questions for 4/12: Gamification
5/24 Questions: #CustServ Pet Peeves
Do you currently offer live agent mobile support?
Do you believe customers want SMS support?
As a general rule, do your agents support more than one customer service channel?
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