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Customer Experience


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Featured Friday Articles: Week of December 10, 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

ICMI's Top 18 Articles of 2018

The end of the year is a perfect time to reflect on the past while looking forward to the future. When we think of our favorite 2018 memories, we're filled with pride!... Read More

Featured Friday Articles: Week of December 3, 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

What's the Best Way to Respond to Demanding Customers?

During the most recent #ICMIchat, we discussed customer expectations. 90% of our participants agreed. Those expectations only seem to be rising. So what's the best way to respond to demanding customers? Here... Read More

Speech Analytics: Highlighting Three Problem Areas and Three Opportunities

Wouldn't it be great if you could listen to the voice of all your valued customers? Now you can. With speech analytics, you can analyze the full spectrum of your customer interactions.... Read More

Featured Friday Articles: Week of November 26, 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

7 Big and Small Ways to Personalize Your Business

When looking to connect more effectively, improved strength in customer experience is possibly the most crucial innovation your company can make. What this means is that you work to outline your demographic... Read More

Are You Ready for the Future of Customer Service?

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a... Read More

Want to Improve Quality? Ditch the Score From Your Scorecards

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



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