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Call Center Resources & Insight

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The CX Bundle
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Article
Announcing the 2019 ICMI Customer Experience Movers & Shakers
Last year, we launched a new program to recognize trailblazers in the contact center and customer experience industry. Now in its second year, the Movers & Shakers program recognizes the hardworking, creative... 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
One Critical Step Team Leaders Can Take to Simultaneously Improve CX and EX
Improving your customer experience (CX) and employee experience (EX): at times, does it feel like you’re on a seesaw? Investing time, energy, and ingenuity to satisfy one set of stakeholders – your... Read More

Article
How Automation Improves Customer Experience in Contact Centers
With the final quarter of the 2019 calendar year fast approaching, any discussion of customer experience must include strategies for more rapidly achieving greater customer satisfaction and higher rates of resolution. We... Read More

Article
ICMI's Top 5 Articles of August 2019
There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Article
Is Customer Service Really Like Peanut Butter?
There is nothing quite like a classic peanut butter and jelly sandwich. Maybe it's the tastiness of the peanut butter, and the sweetness of the jelly smashed together between two slices of... Read More

Article
Six Hidden Costs of Saying "No"
Rejection hurts. More commonly dreaded than snakes or spiders, it's an almost universal fear. It's unpleasant to give and even less pleasant to receive. No one likes to be denied, and it... Read More

Article
Is it time to ditch the post-call survey?
One of the questions I’ve found myself asking customer service and customer experience leaders in recent years is whether they’re happy with the results they’re seeing from their post-call survey. To be... Read More

Article
How the Contact Center Can Drive Customer Experience
In today’s Amazon-driven world, expectations are high when it comes to customer experience.  With access to data at their fingertips, customers want quick turnaround times on requests, the ability to answer questions... Read More

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