ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
Text me. With the rise of mobile, text messaging is fast becoming the preferred channel of communication for a majority of American consumers. And, that applies to business to consumer communications too.... Read More
By Keith Mourer | Published: March 10, 2014 | Comments
For years companies have relied on Net Promoter Scores (NPS) and other customer satisfaction surveys to gauge their operational, product, and service effectiveness. A tenet of customer service says each customer who... Read More
By Mark Friedman | Published: March 10, 2014 | Comments
The following story might be so simple that it likely does not even apply to your contact center. This very basic proposition for getting started with Mobile Customer Service is really intended... Read More
By Estuardo Robles | Published: March 07, 2014 | Comments
Next week is our school district’s Spring Break. Dayna ziplinesThere will be no daily success tips, no top tips, no products to buy, no book recommendations, no videos to watch, no articles... Read More
By Dayna Steele | Published: March 07, 2014 | Comments
In keeping with our March editorial calendar, ICMI kicked off a discussion on mobile during our tweet chat this Tuesday. The topic: Developing a Mobile Support Strategy.
If you're looking for guidance... Read More
By Erica Strother | Published: March 06, 2014 | Comments
It’s no secret that your customers are completely tied to their mobile devices - the numbers back it up. Mobile engagement is at the forefront of everyone’s mind in the enterprise today,... Read More
By Mike McShea | Published: March 05, 2014 | Comments
March is the month of mobile at ICMI, and we want your opinions on going mobile in the contact center! Do you believe customers want SMS support?
We asked that question in... Read More
By Erica Strother | Published: March 05, 2014 | Comments
In today’s always on, fast paced world, it can be hard to find the time to fit everything in to the schedule. Between work, kids, family, friends, and other commitments, self-development often... Read More
By Erica Strother | Published: March 04, 2014 | Comments
There is a rumor that this little thing called the NCAA March Madness Tournament begins this month. While we at ICMI may not be able to help you with your brackets, we... Read More
By Sarah Stealey Reed | Published: March 04, 2014 | Comments
How to prepare your agents and your customers to ensure great customer satisfaction – whatever the channel
I recently read that “Mobile is the killer channel for customer service!” While I understand... Read More
By Traci Moxson | Published: March 04, 2014 | Comments
Moving to Cloud: What Your Contact Center Needs to Know
Agents CAN Provide the Effortless Customer Experience
7 Blueprints to Contact Center Modernization
The Growing Need for Multilanguage Customer Support 2014 Research Report & Best Practices Guide
Threshold goal for queue or agent?
By Janelle Hockenbrocht
Tips for training tenured agents?
By Cindy Smith
Supervisor team change?
By Sharon Rohrbach
Do you currently offer live agent mobile support?
Do you believe customers want SMS support?
If you are unable to get an inquiry answered or issue resolved in a timely manner via social media, what is your next point of contact with a company?
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