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Make the Most of National Customer Service Week 2024!
Date Published September 27, 2024 - Last Updated September 27, 2024
It's been a wild year for customer service professionals. The way organizations think about and invest in customer-centric priorities has shifted dramatically. Service professionals have had to adapt to new technologies, expectations,... Read More
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3 Types of Contact Center Huddles
Date Published September 26, 2024 - Last Updated September 26, 2024
Football season has officially begun! One of the most recognizable things about the sport is the huddle. Before nearly every play, the offensive players gather to prepare for the next play.  Huddles... Read More
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Why Managing Forecast Volatility is Like Playing a Game of Golf
Date Published September 25, 2024 - Last Updated October 01, 2024
Golf is played more slowly than other sports. With a highly unpredictable environment that requires a methodical and cerebral approach; it’s a game that reminds players to “stay the course.” This mindset... Read More
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21 Fun, Easy Ways to Celebrate Customer Service Week
Date Published September 24, 2024 - Last Updated October 01, 2024
Customer Service Week is coming up this October 7-11, and it's the perfect opportunity to celebrate your team's hard work. Here are 21 fun, low-cost ways to make this year's celebration memorable!... Read More
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Nate Brown Drops Game-Changing Advice for CX Leaders: An Exclusive Interview
Date Published September 16, 2024 - Last Updated September 16, 2024
As we gear up for the ICMI Contact Center Expo 2024, taking place October 21-24 in Orlando, I'm excited to bring you an exclusive interview with one of my favorite people in... Read More
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Let’s Get “Phygital” with Support Centers
Date Published September 16, 2024 - Last Updated September 16, 2024
Do you feel like an old dog? Do you feel like you have been in the customer support game since the T-Rex roamed the earth? And as a result, does it seem... Read More
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Navigate Change & Emerge Stronger: Learn from Industry Leader Brad Cleveland
Date Published September 09, 2024 - Last Updated September 12, 2024
Contact centers today face unprecedented challenges and opportunities. Thriving amid change requires agility, innovation and a relentless focus on delivering exceptional customer experiences. So, at ICMI Contact Center Expo, this October 21-24... Read More
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AHT or CSAT: Which Matters Most?
Date Published September 09, 2024 - Last Updated September 12, 2024
Striking the right balance between operational efficiency and customer satisfaction can be challenging. Recently, we asked our LinkedIn community: “How do you balance efficiency metrics (like AHT) with customer satisfaction metrics (like... Read More
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Service Superstars: Meet ICMI's Best Contact Center Agent Contenders
Date Published September 03, 2024 - Last Updated October 01, 2024
The ICMI Global Contact Center Awards are just around the corner, and the spotlight is on the unsung heroes of customer service - agents. These frontline professionals are the heart and soul... Read More
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4 Ways to Help Your Staff Deal with Angry Customers
Date Published September 03, 2024 - Last Updated September 16, 2024
Dealing with angry customers can be a significant source of stress for frontline staff. Here are some effective strategies I’ve found that can help your agents cope. 1. Role-play: Provide comprehensive training... Read More
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