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4 Steps to Make Contact Center Work Meaningful

Note from the editors: This week, we're sharing some of the most popular posts of 2017. The advice is still relevant, so whether you're reading them for the first time, or giving... Read More

5 Things Your Agents Can Say to Dissolve Customer Frustration Immediately

Note from the editors: This week, we're sharing some of the most popular posts of 2017. The advice is still relevant, so whether you're reading them for the first time, or giving... Read More

Setting Solid Contact Center Goals for 2019

We're well into the fourth quarter, which means we're focused on ensuring a strong finish to the year, as well as finalizing budgets and setting 2019 objectives. It's my favorite time of... Read More

Privacy vs. Personalization: What Every Contact Center Manager Needs to Know

In today’s customer experience economy, personalized interactions are a leading differentiator in creating meaningful touchpoints between you and your customers. Purchase history, channel preferences, communication style – the more you can demonstrate... Read More

Back to the Future: How to Align New Technology with Business Needs

The contact center industry is saturated with new technology companies that promise to be the next big thing. Yes, I'm a huge fan of technology, but technological adoption for the sake of... Read More

Featured Friday Articles: Week of November 5, 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

Characteristics of Great CX Leaders

Earlier this year, ICMI released its first list of Customer Experience (CX) Movers & Shakers. This month, we'll celebrate and honor those professionals at a ROCKstar party at ICMI Contact Center Demo.... Read More

Who is the Heart of the Company?

As a Training Manager and Director in different companies over the years, I used to tell my team that they were the heart of the company.  Why?  Because we had to know... Read More

Contact Center Predictions in Three Sizes

The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look someone is touting that they know what the future holds.... Read More

How to Practically Connect EX and CX

People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk.  Establishing a meaningful connection between your employee experience and the Customer... Read More



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