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6 Considerations for Building a Purposeful Quality Scorecard

By: Jeremy Watkin | Published: July 18, 2019

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

Webcast

4 Ways to Use Analytics to Achieve CX Excellence

By: NICE-Nexidia | Published: July 17, 2019

Article

Five Unique Ways Call Centers Use Automation to Improve the Customer Experience

By: Mary Ann Chandler | Published: July 15, 2019

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

Article

6 Examples Demonstrating the Connection Between Employee Empowerment & CX

By: Erica Marois | Published: July 05, 2019

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

Whitepaper

The 4 Best Practices of Highly Effective Quality Management and Analytics Programs

By: NICE | Published: July 03, 2019

Article

How to Create a Digital-first Omnichannel Agent Experience

By: Chris Bauserman | Published: July 03, 2019

In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect... Read More

Webcast

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

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

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