May 2015


Cultivate a Companywide Customer Service Mindset

By Susan Hash

Ideas for getting buy-in from above, within and beyond the contact center.

Agility Factor

Setting Service Level Objectives

By Jay Minnucci

Four factors that will help you to clarify the trade-offs between cost and customer satisfaction.

Customer Surveys

Keeping Surveys Simple

By Gerald Sinclair

Customer surveys should be easily executable, measurable and actionable. It all begins with the planning.

Employee Engagement

Employee Engagement, Part 1: Start with Baby Steps

By Eric Berg

The path to higher engagement begins with a survey program and a sound communication plan.

Execs in the Know

Electric Customer Experience

By Susan McDaniel

Standing out in a competitive market with a natural virtual assistant.

Inside View

Award-Winning Managers

By Susan Hash

Meet the two finalists for ICMI’s 2015 Global Contact Center Award in the Best Contact Center Manager category.

Performance Matters

Service Strategy: What’s Your Game Plan?

By Charles Swain

Are you micromanaging your team? Design a service strategy to maximize the effectiveness of your key players.

Superior Service

Customer Service + Branding = Added Value!

By Martha Brooke

Is your contact center reinforcing or degrading your company’s customer experience commitment?

Tech Line

Reimagining CRM

By Matt Morey

Leveraging advanced capabilities to drive efficiencies for the contact center.

The View from the Saddle

Businesses Are from Mars, Contact Centers Are from Venus

By Paul Stockford

Analytics is paving the way for cooperation among all aspects of the enterprise.