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Customer Experience

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How Marketing and Customer Service Can Work Together to Improve the Customer Experience

The relationship between marketing and customer service is often complicated, if not nonexistent. It doesn't have to be that way! In fact, both teams can work together to improve the customer experience.... Read More

Healthcare Contact Center Must-Haves for Patient Satisfaction

Business-savvy healthcare leaders recognize that patient satisfaction impacts the financial health of hospitals and health systems. For this reason, hospitals across the U.S. are going to great lengths to ensure that employees... Read More

15 Ways to Strengthen Your Contact Center

A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had... Read More

5 Ways Leaders Can Inspire a Culture of Service

Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industry, which happened to be web hosting and domain name... Read More

What Contact Center Agents Wish Customers Knew About Their Job

Working in a contact center can be challenging and rewarding, but it's also stressful. Let's face it. It's not always easy being an agent. There are plenty of misconceptions about life in... Read More

Two Reasons Why AI Won't Replace Contact Center Agents, And One Reason Why it Might

A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding... Read More

How Customer Service Must Adapt to the Largest Consumer Segment: Millennials

With ranks of over 76 million, Millennials have now overtaken boomers as the largest group of consumers in the United States. What makes this generation all the more important to consider when... Read More

ICMI's Top 17 Articles of 2017

The end of the year is an ideal time to stop, reflect, and celebrate. As we look back on the year that was, we’re proud of all the ways we’ve helped bring... Read More

Life Doesn't Follow a Script. Why Should a Contact Center?

As more and more companies move to nearshore call centers for customer service outsourcing, it’s important to understand how contact centers are responding, and adapting. There are new tools, and constant sources... Read More

ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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