ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

Learning & Development

Sort By:
Webinar -
Today’s Challenge: Where to Invest for Long-Term Contact Center Success
Date Published September 27, 2023 - Last Updated 9 Days, 3 Hours, 16 Minutes ago
Read More
Article -
Are You Harnessing AI in Your Customer Access Strategy?
Date Published August 16, 2023 - Last Updated 11 Days, 20 Hours, 21 Minutes ago
When was the last time you moved into a new apartment or house that didn’t have any electrical wiring? As in, no wire, no outlets, nothing? When was the last time you... Read More
Article -
How to Achieve Team Success Using Emotional Intelligence-Based Leadership
Date Published August 15, 2023 - Last Updated 11 Days, 20 Hours, 19 Minutes ago
Pause. Take a few minutes to mentally review your team. What is the overwhelming sense of your team? Decreased morale? Increasing levels of conflict? Diminished collaboration? What do your numbers tell you? Do... Read More
Article -
Planning to Transform Your Customer Experience?: Here Are the Numbers You Need to Know
Date Published August 14, 2023 - Last Updated 11 Days, 20 Hours, 19 Minutes ago
This is the first of a three-part series from NoJitter, an Informa Tech property, examining how companies are transforming their customer experience strategies through the use of technology. Artificial intelligence is fast... Read More
Article -
The Promise of Generative AI: New, Flexible Customer Experiences
Date Published August 10, 2023 - Last Updated 11 Days, 20 Hours, 18 Minutes ago
Traditional contact centers have long been at the forefront of answering customer requests and challenges. These contact centers have relied mainly on inflexible scripts to direct client interactions, leaving little room for... Read More
Article -
How to Make Your Customer Service Stand Out from the Crowd
Date Published August 08, 2023 - Last Updated 11 Days, 20 Hours, 16 Minutes ago
In many industries, superior customer service is what sets a business apart from its competitors, fostering loyalty, attracting new customers, and driving growth. Whether it’s through the frontline contact center or self-service... Read More
Article -
Beyond the Yellow Brick Road
Date Published August 07, 2023 - Last Updated 11 Days, 20 Hours, 15 Minutes ago
Building rapport is a hallmark of customer service training and coaching. Look at your average quality rubric and you'll likely find something regarding rapport-building. But what is rapport? It's how we establish... Read More
Article -
Transformational Leadership in the Contact Center
Date Published August 02, 2023 - Last Updated 11 Days, 20 Hours, 14 Minutes ago
Is your team stuck in a rut? Are you concerned about a growing sense of negativity within your team? Is your team struggling to meet organizational targets despite having the tools and... Read More
Article -
Finding Ways to Say "Yes" to Customers
Date Published August 02, 2023 - Last Updated 11 Days, 20 Hours, 14 Minutes ago
During a recent visit to my local dry cleaners, the attendant at the store greeted me and asked what service I needed. After I told her I need some alterations done, she... Read More
Article -
Fix These Four Live Chat Mistakes or Lose Customers
Date Published August 01, 2023 - Last Updated 11 Days, 20 Hours, 13 Minutes ago
Chat has been around forever, and customers love the channel. They choose chat when they need to multitask, when they want a written record of the agent’s instructions they can refer to... Read More
View More Content