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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

Andrew Gilliam, ICMI Featured Contributor

Article

Six Hidden Costs of Saying "No"

By: Andrew Gilliam | Published: August 14, 2019

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

Article

Is it time to ditch the post-call survey?

By: Matt Dixon | Published: August 07, 2019

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

Article

How the Contact Center Can Drive Customer Experience

By: Mckay Bird | Published: August 06, 2019

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

Article

How Customer Service Can Proactively Help with the Larger Customer Journey

By: Erica Marois | Published: August 01, 2019

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

Article

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

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