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Call Center Resources & Insight

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Article
How to Make Employees the Superheroes of Your Customer Community
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
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

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The Analytics Bundle
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The CX Bundle
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Article
Announcing the 2019 ICMI Customer Experience Movers & Shakers
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
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
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
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
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?
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

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