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Call Center Resources & Insight

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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

Article
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

Article
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

Article
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

Article
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

Article
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

Article
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

Article
Tactics Agents Need to Know for Handling Irate Customers
The Best ICMI Articles in 2020 - #10 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.... Read More

Article
5 Secrets to Creating Breakthrough Products, Services and Solutions
Organizations today need breakthrough products, services, and solutions to compete effectively. Too often they rely on their R&D units supported by market research. Nailing what customers want has become more challenging, since... Read More


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