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ICMI's Top 5 Articles of August 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

Is Customer Service Really Like Peanut Butter?
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

Six Hidden Costs of Saying "No"
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

Is it time to ditch the post-call survey?
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

How the Contact Center Can Drive Customer Experience
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

How Customer Service Can Proactively Help with the Larger Customer Journey
This week during #ICMIchat, we spent an hour discussing the relationship between customer service and customer experience. While the terms are often used interchangeably, they mean different things. Customer service is just... Read More

6 Considerations for Building a Purposeful Quality Scorecard
When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While... Read More

4 Ways to Use Analytics to Achieve CX Excellence
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Five Unique Ways Call Centers Use Automation to Improve the Customer Experience
Keeping the customer experience top of mind with your contact center agents and managers is an ongoing effort. The following examples demonstrate how contact center leaders are using real-time automation to empower... Read More

6 Examples Demonstrating the Connection Between Employee Empowerment & CX
To celebrate Independence Day here in the U.S., our #ICMIchat for the week was all about freedom--for employees, that is. A small but mighty group of 15 customer service professionals gathered together... Read More

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