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Call Center Resources & Insight

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Webcast
Delivering Digital Customer Experiences for the New Normal
By: eGain Communications Corporation  |  Published: February 24, 2021
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Article
Stop Scoring Calls and Start Grading Customer Experience
By: Paul Catherall  |  Published: February 24, 2021
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
Article
Here’s What to Know About Working in a Contact Center
By: Holly Terrill  |  Published: February 10, 2021
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
Article
12 Better Ways to Start a Customer Service Email
By: Leslie O'Flahavan  |  Published: January 26, 2021
“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
Article
Here are Tips to Create Effective Contact Center Scripts
By: Nicole Garrison  |  Published: January 18, 2021
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
Article
Being Customer-Centric Is a Requirement, Not an Option
By: Nick Glimsdahl  |  Published: December 28, 2020
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
Article
5 Tips to Effectively Manage Difficult Customers
By: Erica Mancuso  |  Published: December 27, 2020
 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
Article
Five Actions Your Company Should Take Today to Elevate CX
By: Andrew Neff  |  Published: December 26, 2020
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
Article
5 Reasons to Invest Now in Customer Experience
By: Andrew Neff  |  Published: December 22, 2020
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
Article
In Unusual Times, Replace the Usual Customer Service Phrases
By: Leslie O'Flahavan  |  Published: December 18, 2020
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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