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

Time Management in the Workplace

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  While speaking to friends, family and co -workers about their New Year’s Resolutions, many different resolutions were brought up. I’ve heard the common resolutions like losing weight/eating right, saving more money and finishing school; however, from all the responses, the one that stuck out to me the most was making the best use of time. After further research, I realized … Read More

Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

The Future of Customer Experience With Next Generation Contact Center Solutions

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“This article is brought to you courtesy of Call Center Times.” by Konstantin Kishinsky, CEO, BrightPattern Some seven years on from the launch of Twitter, we still routinely hear reports of corporate America doing much less than they could be doing to listen and respond to customers via social media channels. This, even as research shows that companies are consciously and deliberately … Read More