4 Essentials for Contact Center Success: The Best Days Are Ahead!

4 Essentials for Contact Center Success: The Best Days Are Ahead!

Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...
Eliminate the most damaging customer service frustrations

Eliminate the most damaging customer service frustrations

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...