Articles in: customer satisfaction

ICMI: Customer Service is Tough and Getting Tougher

If you think it’s getting harder to impress customers with your customer service efforts, you’re not imagining it. It really is getting harder. That’s the conclusion of this infographic by the International Customer Management Institute (ICMI), which shows that 73% of contact center leaders say they’ve seen a noticeable increase in the complexity of their customer-agent […]

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The Death of Omni-channel and Birth of Any Media

Part I – Blog Series Customers really do see many different interactions with your company across many disparate channels as a single conversation with a single entity—regardless of how many departments or organizations those interactions represent within a company. Add one part millennial entitlement and it starts to bring a fascinating, new level of expectations […]

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Is Your Company in Call Center Denial?

Are you in denial about running a call center? Lots of companies are. They don’t think that the heavy incoming customer calls they take really constitute a “real” call center or—if email, web or chat is also involved—a contact center.  They’ve grown—often quickly—but can’t quite think of themselves as needing a call center, which they […]

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Want to Lasso Customer Loyalty? Quit Siloing Customer Contact in Support

Cruise through the pages of any business magazine, and you’ll wish you had a dollar for every senior executive who says that “customer loyalty and customer service are our top priorities.” And around the world, companies are asking themselves how they can make their call centers work better. The problem is, they’re asking the wrong […]

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Wrong Way, Watson! Breathe Soul into the New Customer Experience

We’ve all heard, “Talk to the hand.” Now, financial services provider USAA has announced a pilot program whereby returning veterans seeking to make the transition to civilian society—and about 155,000 do each year—will be told to “talk to the supercomputer.” According to an article on, Watson, the Jeopardy-playing IBM supercomputer, will answer questions like, […]

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