Really Listening to Customers: Your Strategic Advantage
This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...
Embracing Change in Contact Centers: 20 Trends and 3 Recommendations
We are midway into 2024. How’s it going? It has certainly been a year of new developments in customer experience and contact centers. In January I wrote an article series for ICMI on the future of contact centers. The last article in the series identifies 20 trends...
The Future of Contact Centers: 5 Insights
After ICMI’s most recent Contact Center EXPO, I wrote a series of articles with reflections on the future of contact centers. I was recently reminded of them and thought I would share five thoughts from the first article. 1. AI Augmentation, Not Replacement Contact...