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30th Anniversary Special Edition Content

The Worth of Words: Why You Shouldn't Neglect Online Reviews

The ability of customers to express their opinion about a business online has had a huge impact on reputation marketing.  In fact, 84% of customers trust reviews as much as personal recommendations.... Read More

What Does it Take to Deliver Best-in-Class Service?

Most contact centers use similar metrics, processes, and operating procedures. So why are some more successful than others? Our #ICMIchat participants weighed in with their opinions. (Find the full chat transcript here) Read More

What is Emotional Intelligence, and Why Does it Matter?

It seems everywhere you turn; lately, there is a reference to Emotional Intelligence. What is it? Where did it come from? And how can it make a difference in your business? These... Read More

Want to Improve Quality? Ditch the Score From Your Scorecards

Learn more about Navy Federal Credit Union, winner of the 2017 ICMI Global Contact Center Award for Best QA/Customer Experience Program "Moving away from a checklist to a short, scoreless, behavioral based... Read More

Which Comes First: The Contact Center Site Visit or the RFP?

Would you buy a house without first walking through it? Even fully armed with an exhaustive list of property details, features, and listing information, would you really be comfortable forking over your... Read More

Making Sense of the Omnichannel Customer Experience

30 years ago there were only a couple of ways to get in touch with a company with a question, comment or concern.  You either picked up the phone and dialed or... Read More

6 Questions to Ask in Your Next Agent Interview

Need a few new questions for your next round of candidates? Our latest #ICMIchat was all about contact center hiring and recruiting. Watch this quick video for six unique interview questions. For... Read More

Grab the Remote: Time to Change the (omni)channel

If you’ve ever spent more than 15 minutes on hold with a customer service representative, you likely understand the frustration that brews during the wait. Add any other complexity on the road... Read More

A Recipe for Award-Winning Live Chat Support

Learn more about Signs.com, winner of the 2017 ICMI Global Contact Center Award for Best Chat Support “It’s nice to see such a wide variety of metrics used to measure the success... Read More

The Evolution of Self-Serve Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer... Read More



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