Call Center Resources & Insight

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

By: Shawna Malecki | 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

Article

Empower Your Workforce to Fix Things for Customers

By: Brad Cleveland | Published: April 16, 2020

The following is an excerpt from Brad Cleveland’s Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience. Real-time management is often viewed as a matter of responding... Read More

Article

Customer Loyalty May No Longer Exist, and Contact Centers Must Adapt

By: Craig Idlebrook | Published: April 13, 2020

Researchers have long warned that many customers are just one bad interaction away from switching brands. In the post COVID-19 world, I would like to argue that these findings are now outdated.... Read More

Article

Make Sure Your Customers Can Get a Human

By: Chris Rall | Published: March 25, 2020

“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric... Read More

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