Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part...
Read More >>>Category Archives: Leadership
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 >>>Contact Center Future Shock: Channels May Become Part of Our Past
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of...
Read More >>>The Power of Employee Engagement
The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of...
Read More >>>Harness the Potential of Customer Interactions to Deliver Value
The amount of intelligence gathered through customer service is significant, in any industry. There’s far...
Read More >>>Building a Culture of Engaged Employees
Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>Gauge the Effectiveness of Your Customer Service Strategy
Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...
Read More >>>Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Cutting Costs with Minimum Impact on Customers
The Importance of Humans in an AI World
In May, I was delighted to participate in ICMI’s Contact Center Expo. In one of my talks, I addressed the importance of the human touch...
Read More >>>Customer Service Matters – Some Stats to Support Your Efforts
Customer service matters. It matters to customers and more and more statistics are showing just...
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