Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
Read More >>>Category Archives: Videos
Align the Organization to Deliver the Best Possible Customer Experience
Celebrating 30 Years of Contact Centers
Here’s a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
Read More >>>Improving the Accuracy of Schedules
The Secret to a Great Customer Service Operation
Skills-Based Routing: Effective Resource Planning Is Vital
Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
Read More >>>