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 >>>Monthly Archives: September 2018
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,...
Read More >>>Reinforce the “Power of One”
Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...
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