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Call Center Resources & Insight

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Article
Turning Your Contact Center into an Insight Center
This past week, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story... Read More

Article
ICMI Honors Top Contact Center and Customer Service Professionals and Teams with 2019 Global Contact Center Awards
14 winners recognized at ICMI Contact Center Expo 2019 for their commendable achievements in the industry COLORADO SPRINGS, Colo., May 14, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the... Read More

Article
Up Where Expectations Soar: Customer Care in the Age of Entitlement
Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with... Read More

Article
Why So Many CX Initiatives Still Fail
Why are so many Customer Experience (CX) initiatives failing? We all know how important CX is, both as a competitive differentiator and the best way to organically grow business. The desire to... Read More

Article
Characteristics of an Outstanding Social Media Customer Experience
During #ICMIchat this week, we asked participants to rate the current state of social media customer care on a scale from 1-10. The average rating? Five. While some brands (like Chewy or... Read More

Article
Prioritizing CX and AX: How Dynamic Routing Can Benefit Your Contact Center
Despite the rise in popularity of other customer communication channels such as social media and live chat, contact centers are more essential than ever before. Voice chat is still one of the... Read More

Article
7 Low-Cost Methods of Making Customer Communications More Consistent
Want to improve the way you communicate with customers? Consistency is key! This week during #ICMIchat, Leslie O'Flahavan led a discussion on improving the consistency of customer communications. The good news? Even... Read More

Article
Are Your Agents Up Against Hidden Obstacles?
Why does service vary so much from company to company, and what are some of the most beloved brands doing differently to better serve their customers? To understand how to improve customer... Read More

Article
How to Empower Your Agents to Deliver a 5-Star Customer Experience
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front... Read More

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