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Call Center Resources & Insight

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Webcast
Challenges in Quality Management: Finding the Scope
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Article
What to Know About Customer Journey Mapping and the Omnichannel Experience
  You think you know your customers, but do you know who they are in the omnichannel experience? As omnichannel communication becomes the norm for customers to interact with brands, the exercise... Read More

Webcast
5 Omnichannel Lessons Learned the Hard Way
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Article
Five Predictions for the Future of the Contact Center Customer Service
  All this winter, we are asking our featured contributors to offer their predictions of the future of contact center-industry customer service. Chris Hanna, founder and management coach of Evolving Management, offers... Read More

Article
Three Customer Service Trends to Watch in the Coming Decade
  ICMI asked frequent contributors to attempt to predict the future in the quickly evolving landscape of customer service. In this post, Callzilla’s Neal Topf takes a shot at it:  Here is... Read More

Article
Five Actions Your Company Should Take Today to Elevate CX
  As I discussed in a previous post, it pays to invest in customer experience (CX). It’s less expensive to keep the customers you have than to find new customers. Once your... Read More

Article
Customer Service in the Age of Technology
Contact center technologies have made significant improvements in almost all aspects during the past decade, but customer surveys continue to show a degradation in customer satisfaction. While businesses routinely believe that they... Read More

Article
How Service Became a Product and Why That's Bad
Over the last decade, many of the products (games, email and spreadsheets) we grew up with have turned into services, while service itself has gone in the opposite direction. Many companies have... Read More

Article
5 Reasons to Invest Now in Customer Experience
“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - Warren Buffett, 2005 Customer experience (CX) has become... Read More

Article
Being Customer-Centric Is a Requirement, Not an Option
  Albert Einstein once said, “The problems that exist in the world today cannot be solved by the level of thinking that created them.” Wise words. When it comes to evolving customer... Read More

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