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30th Anniversary Special Edition Content

Why Ditching Your Diaper Genie Culture Will Reduce Turnover

You don’t need us to tell you that of any industry in the world, call centers’ retention rates are among the lowest. You know turnover is your Achilles heel. The question is,... Read More

The Benefits of Messaging in a Contact Center Environment

A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the... Read More

Get Up to Speed on Bots in Customer Service

Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals,... Read More

Can You Train Contact Center Agents in Empathy?

We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly.  Regular readers of... Read More

Engaging the Elephant in Training

In her wonderful book, Design for How People Learn, Julie Dirksen likens our brains to a rider on a elephant. The rider is the conscious part of the brain that CONTROLS. The... Read More

Ways to Show Customers You Care

Rose are red. Violets are blue. We love our customers, how about you? In honor of Valentine's Day, our #ICMIchat community spent some time brainstorming ways to show customers appreciation. What do... Read More

How to Develop a Customer Service Vision

I know what you may be thinking.  Yet another meaningless corporate rah-rah statement for me to forget about in a week!?  I’m with you.  Two years ago, I would have been in... Read More

Announcing the Next ICMI Book Club Selection

Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less.  This balancing... Read More

The Truth, The Whole Truth...

Contact Center Expo & Conference keynote speaker Chip Bell reveals three customer experience truths. I have to be honest; I enjoy debates when both debaters have some of the truth on each... Read More

6 (un)Romantic Ways to Love Customers

I’m a little ashamed to admit that my first Valentine’s Day with my wife, Alicia some 19 years ago, looked a bit different than it does today. For example, I wrote her... Read More



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