Resources

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

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

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

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

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

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

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

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

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

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