Customer Service

A recent article by Lynn Hunsaker discusses the significance in understanding and respecting your customer experience ecosystem. Basically, a customer experience ecosystem would include customers, employees, vendors, departments […]

A recent article by Shelley Forrester discusses the significance of asking questions and demonstrating proper listening. Basically, the more questions you ask at the right time, the more […]

A recent article in CXO Today discusses the rapid growth in the the contact center outsourcing market in the Asia-Pacific region is ripe and is further expected to […]

An article from ICMI.com identifies the 5 key things that matter to customers, regardless of industry. Customers’ expectations have evolved significantly over the last decade as they have […]

A blog post from InContact.com gives a great overview of Contact Center “must do’s” in today’s modern age of cell phones, iPads, and always-connected devices; customers no longer […]

A recent blog post by HelpScout gives great examples on delivering excellent email customer service that goes above the average. Consider this example shared with me by Michael […]

Customer service, in any industry, is vital to the success of the business. An article featured on Bank Systems and Technology’s website, describes ways your outsourced call center […]

ICMI recently posted an article describing everything you need to know about call center agents, (but were afraid to ask). Here’s a summary: With the rise in availability […]

This summary of a recent blog post by Jessica Smith on InContact.com explains the value of mobile use for contact center customers: There is a flood of mobile […]

ICMI.com recently published a good article explaining the importance of social media support within the call center industry. A summarization is below: No matter what new channel arises, […]