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Call Center Resources & Insight

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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

Five Concrete Ways to Measure Customer Experience
Customer experience (CX) can be a very overwhelming and confusing topic. It’s not customer service, but it does include customer service, as well as every other function for that matter. Often, this... Read More

That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
Rules are everywhere, and you can't escape them. Most of the time, they help things run smoothly and protect everyone's best interests, but sometimes they don't work out quite as they were... Read More

Four Ways that Contact Centers Can Foster a Customer-Centric Organizational Culture
All businesses exist for the same reason – customers. Despite this vital fact, many teams and organizations neglect the customer’s role in their operations and culture. Even if you offer the best... Read More

How Communications Service Providers Can Invest in Customer Experience
Communications service providers (CSPs), despite being at the forefront of the telecommunications industry, have been slow to invest in customer experience. In part, this has been because CSPs have primarily focused on... Read More

How to Develop an Effective Contact Center Quality Strategy
Organizations recognize customer experience (CX) as the key differentiator in business success today. They know it’s important to have a robust CX strategy that is accepted and implemented throughout the entire organization.... Read More

Giving Away the Farm: Compensating Angry Customers | #ICMIchat Rundown (August 25, 2020)
When our products or services come up short, apologizing is the right thing to do. Many businesses take the extra step of offering monetary compensation or a gift to make up for... Read More

Not What I Bargained For: Setting Customer Expectations | #ICMIchat Rundown (August 18, 2020)
Expectations are like heartbeats. Everyone has one, and they change depending on the situation. Understanding customer expectations is crucial to effective customer service and customer experience management. While common sense guidelines create... Read More

Quantity vs. Quality in the Contact Center
Look in any industry, business, or corner of pop culture, and rivalries are everywhere. Microsoft vs. Apple. Coke vs. Pepsi. Marvel Comics vs. DC Comics. Ford vs. GM. Within contact centers, there... Read More

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