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4 Keys to Improving Agent Satisfaction

By: NICE-inContact | Published: August 21, 2019

Article

Achieving Work-Life Balance in the Contact Center

By: Rich Correia, Paul Chance | Published: August 21, 2019

Gen Z and millennials’ expectations for their employers are changing. As companies like Uber, Postmates, and Fiverr have grown, it’s created a dramatic shift in the appeal of gig work. About 84%... Read More

Article

Is Customer Service Really Like Peanut Butter?

By: Erica Mancuso | Published: August 19, 2019

There is nothing quite like a classic peanut butter and jelly sandwich. Maybe it's the tastiness of the peanut butter, and the sweetness of the jelly smashed together between two slices of... Read More

Andrew Gilliam, ICMI Featured Contributor

Article

Six Hidden Costs of Saying "No"

By: Andrew Gilliam | Published: August 14, 2019

Rejection hurts. More commonly dreaded than snakes or spiders, it's an almost universal fear. It's unpleasant to give and even less pleasant to receive. No one likes to be denied, and it... Read More

Article

Developing a Customer-Centric Culture

By: Nate Brown | Published: August 12, 2019

I recently had the privilege of teaching an ICMI Customer Experience (CX) Boot Camp to a group of contact center leaders in Alexandria, Virginia. The very first exercise I had attendees complete... Read More

Article

How to Drive Customer Experience Through Effective Agent Training

By: Kaye Chapman | Published: August 09, 2019

Picture this. You're managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries... Read More

Article

Is it time to ditch the post-call survey?

By: Matt Dixon | Published: August 07, 2019

One of the questions I’ve found myself asking customer service and customer experience leaders in recent years is whether they’re happy with the results they’re seeing from their post-call survey. To be... Read More

Article

How the Contact Center Can Drive Customer Experience

By: Mckay Bird | Published: August 06, 2019

In today’s Amazon-driven world, expectations are high when it comes to customer experience. With access to data at their fingertips, customers want quick turnaround times on requests, the ability to answer questions... Read More

Article

Driving Performance Improvement

By: Chris Hanna | Published: August 05, 2019

Regardless of industry or geography, most contact centers are experiencing a common challenge – striving to achieve more with less. Unfortunately, despite being asked to do more, there are sometimes fewer resources... Read More

Article

ICMI's Top 5 Articles of July 2019

By: The Editors | Published: August 02, 2019

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

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