Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of...
Read More >>>Category Archives: Customer Service
Traits of Successful Customer Advocacy Initiatives
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...
Read More >>>The Best-Managed Contact Centers: #1 – They Produce High Levels of Value
In some organizations, you can feel the energy as soon as you walk in the...
Read More >>>How to Meet Changing Customer Expectations
How to Boost Your Contact Center’s Value to the Organization
Contact centers have enormous potential to provide departments across the organization with valuable insight and...
Read More >>>Putting Yourself in Your Customers’ Shoes
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Communicating Access Alternatives to Customers
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>The Nature of Contact Center Work
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable...
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>TEDx Talk: Thriving in an Always-on World
September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...
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