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Call Center Resources & Insight

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You Can Write a Five-Star Response to a One-Star Rating or Poor Review
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip’s out there, it’s hard to get your... Read More

Article
How to Deescalate Stress for Customers and Agents in Turbulent Times
The landscape, put mildly, is tense. After six months defined by economic and social upheaval, all under the backdrop of a once-in-a-century public health crisis, your customers have a lot on their... Read More

Article
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

Article
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

Article
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

Article
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

Article
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

Article
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

Article
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

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