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Three Keys to Contact Center Workforce Optimization

Staying ahead of change and leading the customer service industry requires constant evolution. Sometimes that means launching new strategies, and other times, it requires more subtle updates to processes or procedures. No... Read More

Featured Articles Friday: Week of October 8, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Gain a Deeper Understanding of Your Contact Center KPIs

A macro view of what a contact center does and what makes it work well are often viewed as straightforward. Agents handle interactions to serve the business, right? While this is a... Read More

4 Things to Consider When Staffing for Peak Season

Holiday time is fast approaching. Have you staffed up? Being able to handle increased customer volume during peak season can make or break your success during a very lucrative time. With greater... Read More

Nine Tips for Helping Your Customer Service Agents Write Better-Faster Emails

With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? "Tell us about the old days, Grandpa. Did you really have... Read More

Featured Articles Friday: Week of October 1, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

3 Keys to World-Class Customer Service

The beginning of October marks National Customer Service Week, which recognizes the important role that customer relationships play in virtually every industry. After all, customers are at the heart of every business's... Read More

The One Thing Companies Must Do Right: Omnichannel or Die

I recently had one of those customer service experiences that I knew I would write about in the end. It was disjointed, policy-driven and clear proof as to why companies like Amazon,... Read More

Customer Service Inspiration from my Bookshelf

Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every... Read More

What Diversity and Inclusion Mean for Employee Engagement

When I talk about customer experience, I also discuss employee engagement because the two are interconnected. To succeed at customer experience, you have to start with employee engagement. Sir Richard Branson, the... Read More



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