Customer Service

If you ask a room full of executives what the secret is to improving customer retention and loyalty is, you will probably get a mix of answers. But, […]

There’s no doubt about the importance of customer loyalty in the time of switching service companies. ICMI recently wrote an article on ways to increase customer loyalty in […]

Multichannel Merchant recently posted an article about the mistakes retailers made in 2013 and how to prevent them this upcoming holiday season. A summary of that article is […]

Interactive Voice Response (IVR) software can enhance the customer experience on the phone, as discussed in a recent Connect First white paper. A summary of that white paper […]

SearchCRM recently wrote an article on how contact center technologies improve the customer experience. A summary of that article is below: After years of conversation about rude reps […]

Business 2 Community recently posted an article on how to decide if a virtual call center is for your business. A summary of that article is below: Companies […]

Great culture has the potential to turn your average business into an amazing business. An article written by ICMI points out 5 customer service skills that can help […]

Contact center call-backs are an under-used and under-appreciated technology. The basic concept has been around for decades, but only in the last few years have we learned how […]

Call centers are at the core of the customer experience and are often under constant scrutiny from the public and industry to ensure a high level of service […]

Social media in the call center was a discussion topic in a recent CallTalk Caramels, a monthly Internet radio program featuring the most innovative managers and thought leaders […]