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Pizza Party Impossible: Celebrating Customer Service Week | #ICMIchat Rundown (September 29, 2020)
Customer Service Week is around the corner, and teams need a celebration more than ever before. A cynic might suggest this holiday was cooked up by marketing departments to sell greeting cards... Read More

Don’t Overlook CRM As You Adapt to Pandemic Customer Care
As a consultant, I have the opportunity to work alongside some of the top brands in the world. Over time, it becomes easy to spot trends based on market changes and conversations... Read More

Four Ways to Create a Career-Focused Contact Center Team
You’re sitting at your desk reviewing your contact center statistics. Some numbers are good, and you smile. A few numbers are not so good, but you already have ideas on how to... Read More

Combatting Employee Burnout Beyond World Mental Health Day
Every year on October 10th, we take time to educate, build awareness and advocate for mental health on World Mental Health Day. But, conversations around this topic span far beyond just one... Read More

Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 2020)
Most managers could happily go without addressing bad behavior, but it's a necessary part of the job. Everyone suffers when employees break the rules, don't stay on task, or cut corners in... Read More

Take Action on Customer Surveys or Don’t Survey at All
Customer surveys have become the norm whenever we shop, call, or engage online. Recently, I’ve had several situations in which the survey questions, and the lack of response after the surveys, have... Read More

Project Management is Needed Now More Than Ever
In today’s fast-paced business environment, organizations are constantly pressured to adapt to changing market conditions and changing priorities. Organizations have shifted to agile environments, but is it enough given the rapid acceleration... Read More

Don’t Overlook the Importance of Contact Center Leadership
Your contact center has been operating for years, and you still have not achieved the success you want with customer service. You can’t figure out why. You’ve tried everything - implementing metrics,... Read More

Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
No word strikes fear into the hearts of customers and front-line agents like "outsourcing." Employees fear their jobs will be shipped to far off lands. Following prior bad experiences, customers hold contempt... Read More

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