Call Center Resources & Insight

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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

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

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