Call Center and Contact Center Resources

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Don’t Employ Tech Tools Solely to Cut Costs

By: Bob Azman | Published: September 14, 2022

This month, we're featuring the contributions of the 2022 ICMI Thought Leaders and Featured Contributors. These leaders in the contact center industry regularly take time out to share knowledge to help their... Read More

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How to Use Agile Methods to Improve the Customer Experience

By: Greg Kihlström | Published: September 13, 2022

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The 7 Needs of a Contact Center Customer

By: Ben Motteram | Published: September 12, 2022

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Airline Backlash Shows Value of Increased Customer Support

By: Craig Idlebrook | Published: August 30, 2022

During the early days of the pandemic, customers sometimes endured hours-long wait times to speak to representatives about activities that were disrupted by lockdowns. A call to cancel a flight might have... Read More

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Avoid Disingenuous Customer Service Catchphrases

By: Holly Terrill | Published: August 24, 2022

Contact centers may support different types of industries, but at the end of the day, our goal is to assist customers with their current needs and set them up for success in... Read More

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Do Guarantees Help or Hinder your Customer’s Experience?

By: Bob Azman | Published: August 17, 2022

Lowest prices guaranteed! 100% satisfaction or we’ll make it right! Get it in an hour or it’s free! Make your best deal and we’ll beat it or pay you $500. Guaranteed. Period.... Read More

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What to Write When You Must Tell a Customer No

By: Leslie O'Flahavan | Published: August 09, 2022

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean... Read More

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Branded Communication: What it is and How it Can Help Contact Centers

By: Nick Andrews | Published: July 27, 2022

Contact centers face a myriad of challenges today, including consumer call avoidance behavior, rising agent attrition rates, declining productivity, and difficulty hitting targets. Because of this, contact centers are turning to innovative... Read More

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10 Ingredients for an Effective Service Recovery Process

By: Bob Azman | Published: July 11, 2022

How many times have you had an issue in a restaurant with service, a cold meal, or incorrect charge? When that happens to me, I’m frequently offered a free dessert. I’ve often... Read More

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We're All Tired of Being Badgered

By: Rob Dwyer | Published: July 07, 2022

There's a line of thinking in the CX world that every customer wants to be "wowed," and that this is how you both gain loyalty and new customers. But what does "wowed"... Read More

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