Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change...
Read More >>>History’s Most Powerful Consumer Movement?
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now...
Read More >>>The Tough Economy is Forcing Critical Thinking
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down...
Read More >>>The Power of Good Questions
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we...
Read More >>>Consistent Performance
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the...
Read More >>>Is Your Strategy Working?
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your...
Read More >>>And Now for Some… ahem… Breaking News…
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession –...
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