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Call Center Resources & Insight

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Empowering Extraordinary Customer Service: What Leaders Must Do Now
By: Bold360  |  Published: August 19, 2020
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Article
Keep The Social Media Lights On in Customer Care
By: Leslie O'Flahavan  |  Published: August 10, 2020
The blue summer sky darkened to charcoal gray. Lightning cracked once, then twice. On the second crack, our power went out. As the minutes ticked by slowly in the dark, humid house,... Read More
Article
Learn Some of the Biggest Complaints About Contact Centers
By: Corey Klein  |  Published: July 21, 2020
Perspective is everything, especially in the customer service industry. The phrase “The customer is always right” can be a difficult concept to grasp, and easily rejected from the service side of things.... Read More
Article
5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times
By: Lauren Tuthill  |  Published: July 10, 2020
 Sponsored Post:   The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers... Read More
Article
How AI Analytics Can Guide Customer Service
By: Mark McNasby  |  Published: July 08, 2020
Every day, artificial intelligence helps us accomplish more than we ever thought possible. One such example is the way we access information. We expect immediate answers to our questions, and AI makes... Read More
Article
Tactics Agents Need to Know for Handling Irate Customers
By: Chris Hanna  |  Published: June 30, 2020
In the contact center, agents and supervisors have heard it all before: Customers threatening to sue the organization because a product isn’t working correctly. Promises to light up social media if customers... Read More
Article
5 Tips to Effectively Manage Difficult Customers
By: Erica Mancuso  |  Published: June 23, 2020
Early in my career, I hated receiving support calls from a certain difficult customer - “Robert”. Robert usually needed help with a legitimate issue, but would also pepper me with questions about... Read More
Article
Why Premium Service Improves Customer Experience For All
By: Erica Mancuso  |  Published: June 08, 2020
Earlier this year, ICMI published an article entitled How Service Became a Product and Why That’s Bad. I believe differentiated service offers are great for customers and I will explain the keys... Read More
Article
How to Quickly Manage More Customer Service Cases With Automation
By: Patrick Beyries  |  Published: June 03, 2020
Sponsored post  During times of increased contact volume, no one wants to be left on hold for more than a few minutes. One way to help customer support agents assist as many... Read More
Article
In Unusual Times, Replace the Usual Customer Service Phrases
By: Leslie O'Flahavan  |  Published: May 18, 2020
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!”... Read More
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