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Call Center Resources & Insight

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Delivering Digital Customer Experiences for the New Normal
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Stop Scoring Calls and Start Grading Customer Experience
It’s 3pm on a Wednesday afternoon, and the internal Quality Assurance (QA) team, along with a few chosen members of Operations and Training, are gathering around the phone ready for the eagerly... Read More

Here’s What to Know About Working in a Contact Center
I often get asked by people who are curious what it’s like working in a contact center. After being in the contact center world for nearly eight years; I decided to compile... Read More

12 Better Ways to Start a Customer Service Email
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they... Read More

Here are Tips to Create Effective Contact Center Scripts
When prospects, customers, or potential customers call your customer service, you want to make sure you're ready. Maintaining a conversation with them can be quite a challenge, but not when you use... Read More

Being Customer-Centric Is a Requirement, Not an Option
Best of ICMI Articles in 2020 - #3  Albert Einstein once said, “The problems that exist in the world today cannot be solved by the level of thinking that created them.” Wise... Read More

5 Tips to Effectively Manage Difficult Customers
 Best of ICMI articles in 2020 - #4  Early in my career, I hated receiving support calls from a certain difficult customer - “Robert”. Robert usually needed help with a legitimate issue,... Read More

Five Actions Your Company Should Take Today to Elevate CX
Best of ICMI Articles in 2020 - #5  As I discussed in a previous post, it pays to invest in customer experience (CX). It’s less expensive to keep the customers you have... Read More

5 Reasons to Invest Now in Customer Experience
Best ICMI Articles of 2020 - #7  “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - Warren... Read More

In Unusual Times, Replace the Usual Customer Service Phrases
Best ICMI Articles of 2020 - #9  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... Read More

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