Call Center Resources & Insight

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6 Considerations for Building a Purposeful Quality Scorecard
When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While... Read More

4 Ways to Use Analytics to Achieve CX Excellence
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Five Unique Ways Call Centers Use Automation to Improve the Customer Experience
Keeping the customer experience top of mind with your contact center agents and managers is an ongoing effort. The following examples demonstrate how contact center leaders are using real-time automation to empower... Read More

6 Examples Demonstrating the Connection Between Employee Empowerment & CX
To celebrate Independence Day here in the U.S., our #ICMIchat for the week was all about freedom--for employees, that is. A small but mighty group of 15 customer service professionals gathered together... Read More

How to Create a Digital-first Omnichannel Agent Experience
In our digital era, it seems each day brings a new way to connect and communicate. From the proliferation of text, chat, and messaging apps like Facebook and WhatsApp, today’s consumers expect... Read More

5 Ways to Get Executive Buy-in on CX Projects
According to #ICMIchat participants, the most challenging part of the customer feedback process is acting on the feedback and closing the loop. To make matters more complicated, often times, executive support wanes... Read More

Now Accepting 2019 ICMI Customer Experience Movers & Shakers Nominations
It’s that time of year again!  We’re excited to announce the opening of the nomination process for our second annual Customer Experience Movers & Shakers list. Who are the innovators and emerging... Read More

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