Call Center Resources & Insight

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How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity

By: Neustar | Published: June 19, 2019

Article

ICMI Honors Top Contact Center and Customer Service Professionals and Teams with 2019 Global Contact Center Awards

By: The Editors | Published: May 20, 2019

14 winners recognized at ICMI Contact Center Expo 2019 for their commendable achievements in the industry COLORADO SPRINGS, Colo., May 14, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the... Read More

Article

Up Where Expectations Soar: Customer Care in the Age of Entitlement

By: Kim Campbell | Published: May 14, 2019

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with... Read More

Article

Why So Many CX Initiatives Still Fail

By: Nate Brown | Published: May 08, 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

Characteristics of an Outstanding Social Media Customer Experience

By: Erica Marois | Published: May 02, 2019

During #ICMIchat this week, we asked participants to rate the current state of social media customer care on a scale from 1-10. The average rating? Five. While some brands (like Chewy or... Read More

Article

Prioritizing CX and AX: How Dynamic Routing Can Benefit Your Contact Center

By: Chris Haggis | Published: April 29, 2019

Despite the rise in popularity of other customer communication channels such as social media and live chat, contact centers are more essential than ever before. Voice chat is still one of the... Read More

Article

7 Low-Cost Methods of Making Customer Communications More Consistent

By: Erica Marois | Published: April 24, 2019

Want to improve the way you communicate with customers? Consistency is key! This week during #ICMIchat, Leslie O'Flahavan led a discussion on improving the consistency of customer communications. The good news? Even... Read More

Article

Are Your Agents Up Against Hidden Obstacles?

By: Erica Marois | Published: April 16, 2019

Why does service vary so much from company to company, and what are some of the most beloved brands doing differently to better serve their customers? To understand how to improve customer... Read More

Article

How to Empower Your Agents to Deliver a 5-Star Customer Experience

By: Kim Campbell | Published: April 08, 2019

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front... Read More

Article

Break the Catch 22: 3 Tips to Delight Customers and Avoid Detractors

By: Chris Bauserman | Published: March 21, 2019

Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. For example, fast food brand Wendy’s has earned a cult following through its... Read More

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