A Dozen Ways to Cultivate Customer Relationships

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By:  Brad Cleveland Over the past decade or so, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. But have evolving customer expectations, developments in social media, new communication channels, or other developments, changed the fundamentals? Fortunately, no. In fact, today’s ultra-connected environment seems to amplify them. The principles behind building … Read More

Boosting Your Call Center’s First Contact Resolution

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“This article is brought to you courtesy of Call Center Times.” By Galina Solopova, CallScripter No matter if you are a small business or an enterprise, managing a contact center means finding a balance between contact center efficiency and customer satisfaction. To improve contact center efficiency, managers need to get the most optimal productivity from their agents (answering as many … Read More