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Customer Experience


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The Value of Emotive Customer Experiences

The logical mind versus the emotional heart - every time we make a decision these two forces go to battle. However, according to the book 30-Second Brain, feelings provide the basis for... Read More

6 Tips for Rebuilding Trust After a Service Failure

Mistakes are inevitable, but in today's experience economy, the stakes are high. One bad customer experience can result in lost revenue, negative publicity, and irreparable damage to your reputation. So, what's the... Read More

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience?

We're almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. For the record, contacting brands on... Read More

11 Ways Contact Centers Can Deliver More Courteous Service

Customers expect courteous service when they reach out to a business for help. Unfortunately, some contact center policies unintentionally cause the opposite to happen. Here are 11 ways to deliver more courteous... Read More

Vanderbilt Children's Hospital, Masters of CX Design

Customer Experience (CX) is all about creating positive perceptions.  Doing this is especially hard when your customers are going through a tough time.  Few would know this better than the team at... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

Ways Contact Center Agents Can Help Shape a Customer-Centric Culture

Most companies claim to have a customer-centric culture, but how many customers would agree? This week, #ICMIchat participants discussed all the ways contact centers can rally their organization to become more customer-centric.... Read More

4 Omnichannel Metrics to Add to Your Dashboard

In the contact center industry, every organization wants to be data-driven. As a customer-facing company, having the numbers and metrics to support your business value is essential. But what we often have... Read More

3 Lessons Disney Can Teach Contact Centers

Disney has a longstanding reputation for delivering magical customer experiences. How do they do it, and what can contact centers learn from their approach? In preparation for ICMI Contact Center Expo, we... Read More



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