Call Center Resources & Insight

Sort By:

How to Make Employees the Superheroes of Your Customer Community

By: Cesar Castro | Published: December 11, 2019

As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of... Read More

Article

The Ultimate Guide to Customer Retention

By: Sam O'Brien | Published: December 06, 2019

Companies today often spend so much time and focus on trying to acquire new customers, that they forget about their existing ones. Yet, studies by the Harvard Business Review show that a... Read More

Research

The Analytics Bundle

By: NICENexidia | Published: December 05, 2019

Research

The CX Bundle

By: Neustar | Published: November 18, 2019

Article

Announcing the 2019 ICMI Customer Experience Movers & Shakers

By: The Editors | Published: October 30, 2019

Last year, we launched a new program to recognize trailblazers in the contact center and customer experience industry. Now in its second year, the Movers & Shakers program recognizes the hardworking, creative... Read More

Article

Why So Many CX Initiatives Still Fail

By: Nate Brown | Published: October 15, 2019

Why are so many customer experience (CX) initiatives failing? We all know how important CX is, both as a competitive differentiator and the best way to organically grow business. The desire to... Read More

Article

One Critical Step Team Leaders Can Take to Simultaneously Improve CX and EX

By: Chris Edmonds | Published: October 14, 2019

Improving your customer experience (CX) and employee experience (EX): at times, does it feel like you’re on a seesaw? Investing time, energy, and ingenuity to satisfy one set of stakeholders – your... Read More

Article

How Automation Improves Customer Experience in Contact Centers

By: Neal Topf | Published: September 24, 2019

With the final quarter of the 2019 calendar year fast approaching, any discussion of customer experience must include strategies for more rapidly achieving greater customer satisfaction and higher rates of resolution. We... Read More

Article

ICMI's Top 5 Articles of August 2019

By: The Editors | Published: August 30, 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

Article

Is Customer Service Really Like Peanut Butter?

By: Erica Mancuso | Published: August 19, 2019

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

View More Content