Chat with us, powered by LiveChat Call Center Resources & Insight

ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Call Center Resources & Insight

Sort By:

Keep The Social Media Lights On in Customer Care
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

Learn Some of the Biggest Complaints About Contact Centers
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

5 Ways Your Contact Center Can Keep Delivering Exceptional Customer Experience in Exceptionally Challenging Times
 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

How AI Analytics Can Guide Customer Service
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

Tactics Agents Need to Know for Handling Irate Customers
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

5 Tips to Effectively Manage Difficult Customers
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

Why Premium Service Improves Customer Experience For All
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

How to Quickly Manage More Customer Service Cases With Automation
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

In Unusual Times, Replace the Usual Customer Service Phrases
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

View More Content