Call Center Resources & Insight

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Webcast

Challenges in Quality Management: Finding the Scope

By: Clarabridge | Published: March 18, 2020

Article

What to Know About Customer Journey Mapping and the Omnichannel Experience

By: Craig Idlebrook | Published: February 20, 2020

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

By: Five9 | Published: February 18, 2020

Article

Five Predictions for the Future of the Contact Center Customer Service

By: Chris Hanna | Published: February 10, 2020

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

By: Neal Topf | Published: February 05, 2020

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

By: Andrew Neff | Published: February 04, 2020

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

By: Brett Holleman | Published: January 29, 2020

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

By: Chris Rall | Published: January 28, 2020

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

By: Andrew Neff | Published: January 28, 2020

“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

By: Nick Glimsdahl | Published: January 27, 2020

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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