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30th Anniversary Special Edition Content

Are Your Customers Leaving? Here are 9 Reasons Why

Customer retention and loyalty programs are becoming more prevalent as brands try to leverage customer service as a competitive differentiator. To better understand how to keep customers, it's helpful to know why... Read More

Reflect to Cement Everyday Learning

At ICMI, after every conference or symposium, the team will get together to go over what happened at the event and think of ways we can improve the next one. We do... Read More

How to Transform Your Contact Center Culture

Over the past several decades I have been evaluating and analyzing different contact centers across the world. Sure, there may be a standard set of things I look at--training programs, supervisory practices,... Read More

Tips for Training Outsourced Agents

On the go? Prefer to listen instead of read? Click the button below to hear us read this article.   The magic of an ICMI event reminds us that many of the... Read More

How to Best Leverage Live Chat Mobile Customer Support

It's all about the customer experience. Few businesses survive that don't work for the customer. New terminology in the world of customer service revolves around CX, the "customer experience," and it has... Read More

3 Questions to Ask to Assess Your Contact Center Culture

Is culture tangible? If so, how do you recognize it? In a recent ICMI article, Rose Polchin explained how to define and assess your culture. To continue that conversation, we took this... Read More

5 Critical Elements of a Successful Contact Center Launch

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving... Read More

5 Coaching Techniques That Will Move the Needle

No time to read? On the go? Click the button below to listen to us read this article. While I've certainly had my share of coaching conversations in my career while working... 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

3 Telltale Signs Your Contact Center Culture is Unhealthy

How healthy is your contact center work culture? If you're like many organizations around the globe today, your workplace is probably not that inspiring. TinyPulse's 2017 annual global employee engagement report found... Read More



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