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12 Better Ways to Start a Customer Service Email
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they... Read More

The Future of Customer Care is Voice Activated
While there can be no one-size-fits-all solution to communication problems, there is a way for your organization to make communication faster and more efficient through the implementation of intelligently designed voice technology.... Read More

The ICMI Top 25 Thought Leaders of 2021
Once again, ICMI has compiled a list of the top thought leaders to follow on social media. We asked members of our community to nominate their favorite thought leaders, and why those... Read More

Creating a Culture of Accountability for Results and Respect
The leader’s job is to sustain a respectful culture that removes employee frustrations while delivering promised results. It’s not easy to reach those heights given the demands on leaders today. Also, the... Read More

Here are Tips to Create Effective Contact Center Scripts
When prospects, customers, or potential customers call your customer service, you want to make sure you're ready. Maintaining a conversation with them can be quite a challenge, but not when you use... Read More

Final Thoughts: Big Ideas for Moving Forward | #ICMIchat Rundown (January 12, 2021)
Over the years, #ICMIchat has brought out contact center and customer experience professionals' most profound insights into operations, leadership, and customer service. Every week, our participants challenged us to think differently about... Read More

Putting the Technology Cart Before the Horse Can Cripple Work-at-Home Environments
Technology is critical, as it supports employees and the processes that drive the customer experience. It can both enhance experiences and save hundreds of thousands or even millions of dollars on labor... Read More

How to Develop A Successful Customer Service Bot Strategy - Part 2
This article first appeared on HDI In the first part of this guide on how to implement customer service bots within an omnichannel experience, we discussed how to set parameters for what... Read More

How to Develop A Successful Customer Service Bot Strategy - Part 1
This article first appeared on HDI. I recently learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy... Read More

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