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How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity

By: Neustar | Published: June 19, 2019

Research

What is Analytics-Driven Quality Management?

By: NICE | Published: June 18, 2019

Article

Employee Engagement in the Contact Center

By: Jeff Rumburg | Published: June 18, 2019

Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has... Read More

Article

Tips for Improving Contact Center Culture

By: Neal Topf | Published: June 17, 2019

Business guru Peter Drucker's famous quote, "Culture eats strategy for breakfast," has been floating around LinkedIn and in CEO circles for years. In the contact center world, leaders and stakeholders are well-aware... Read More

Article

5 Ways to Get Executive Buy-in on CX Projects

By: Erica Marois | Published: June 14, 2019

According to #ICMIchat participants, the most challenging part of the customer feedback process is acting on the feedback and closing the loop. To make matters more complicated, often times, executive support wanes... Read More

Research

The Impact and Influence of Analytics and Quality Management on Contact Center Performance

By: NICE | Published: June 13, 2019

Article

Boost Morale by Giving Every Agent an Automated Manager

By: Mary Ann Chandler | Published: June 13, 2019

Fifty-two percent of contact center staff believe their company isn’t doing enough to prevent their teams from burning out. Unfortunately, the center environment causes burnout and can seem impossible to address. For... Read More

Article

Now Accepting 2019 ICMI Customer Experience Movers & Shakers Nominations

By: The Editors | Published: June 12, 2019

It’s that time of year again! We’re excited to announce the opening of the nomination process for our second annual Customer Experience Movers & Shakers list. Who are the innovators and emerging... Read More

Article

Two-thirds of CX Initiatives Fail. How Can We Fix This?

By: Erica Marois | Published: June 11, 2019

Gartner predicted that by 2020, customer experience would be the number one competitive differentiator for businesses. If that's the case, it seems like we have some work to do! We're nearing the... Read More

Article

Decision Trees - Hidden Hero of Contact Centers

By: Chris Rall | Published: June 10, 2019

Organizing information is one of the most challenging tasks of the modern age, making it useful even more so. Customer service agents now find themselves handling both more information and channels than... Read More

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