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30th Anniversary Special Edition Content

The Land of Customer Service

As originally posted on CustomerCentricSupport.com Japan is famous for its hospitality and customer service culture. I’ve always wanted to experience this for myself, and in October I had the unique opportunity to... Read More

The Biggest Contact Center Trends of 2016

Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community... Read More

Video: How Do You Define Great Customer Service?

Every customer wants it, and every company wants to provide it. But what is great customer service? How can business leaders achieve it? Find out how a few of ICMI's Contact Center... Read More

The Omnichannel Approach

Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More

Will Robots Replace Contact Center Agents?

This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are already having on the contact center. They also predicted what the future might hold. Will robots ever... Read More

Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

Customer Experience: Just Another Catch-Phrase?

I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking for the 90’s” and I went on to... Read More

12 Reasons Customer Service Professionals are Giving Thanks

In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016,... Read More

The Future of Customer Service: Mobile-First, Mobility and More

While the world continues to rotate, technology too evolves as the future of customer service and contact center technology reaches new heights every day. A study has shown that 92 percent of... Read More

What Works in Training: Corrective Feedback

Since making mistakes is the best way to learn, isn’t it logical that giving corrective feedback is important for learning? Yet, some trainers are reluctant to point out when people are wrong... Read More



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