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ICMI's Top 50 Thought Leaders to Follow on Twitter: 2018 Edition

For five years now, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. In keeping with this now beloved December tradition, we asked members of our... Read More

Submit Your Votes for the 2018 ICMI Top 50 Thought Leaders

It's that time of year again. Holiday cheer is in the air, the weather is getting cooler, and we're hard at work preparing for the year ahead. (Spoiler alert--we have some exciting... Read More

8 Obstacles Preventing Brands from Delivering Excellent Social Media Customer Care

Facebook has been on the scene for nearly 15 years. Twitter? 12 years. According to a study by Mediakix, the average person will spend more than five years of their life on... Read More

Fast Food Wars: The Battle of Social Service

Before I begin, I want to tell you a love story. A story about how a man from Northern California fell in love with a chicken sandwich and those funny cows. Or... Read More

How to Write Excellent Social Media Responses to Customers

Wow. It's been almost a decade since companies began offering customer service via social media, and have we gotten better at it over the years! We've shed some outsized fears about being... Read More

Is Your Social Media Customer Service Helping or Hurting Your Customer Experience?

We're almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. For the record, contacting brands on... Read More

The Measures Every Contact Center Should Have

These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the... Read More

The State of Social Customer Support in 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s…  It seems like... Read More

What to Look for When Hiring Social Media Customer Care Agents

Hiring social media customer care agents can be a tricky thing for contact center leaders. There is often a desire to cross-train agents from other channels to ‘fill the seat’ or become... 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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