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

By: Neustar | Published: June 19, 2019

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

Article

7 Tips for Addressing Burnout at Work

By: Erica Marois | Published: June 06, 2019

Burnout is on the rise, and now a recognized medical condition according to the World Health Organization. What can we, as contact center professionals, do to address the situation? Here are a... Read More

Article

Help Agents Manage Emotions During Difficult Customer Interactions

By: Karin Hurt | Published: June 05, 2019

Let’s face it. The customer isn’t always right. Sometimes they’re not only wrong, but also nasty and loud. How do you help your agents manage their own emotions during these difficult customer... Read More

Andrew Gilliam, ICMI Featured Contributor

Article

Good Help is Harder to Keep: Retaining Top-Performers

By: Andrew Gilliam | Published: June 04, 2019

Admit it! Working in a contact center isn't always exciting, and when it is... that's not necessarily good. Contact Center Agent also isn't a title near the top of most fourth graders'... Read More

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