TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Call Center Weekly

NOVEMBER 1, 2017

While I want the team to be grounded in the basics of training, basing whatever they are doing on well-supported, researched-backed findings about learning, I even more want people who are constantly looking to get better at their jobs themselves and who can model that for their learners. What is she learning next?

Gamification 149

Gamification Management 149

CX Global Media

SEPTEMBER 23, 2019

We’re regular exhibitors at ICMI and CCW in the United States and Europe and have had the great pleasure of seeing, hearing and meeting a number of great minds in the customer experience field. WEBINAR: 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics. Posted from Original: [link]. Please Share.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

BlueOcean

OCTOBER 4, 2023

And what about offshore? Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. ICMI data shows that 66% of agents get frustrated when faced with language barriers. But what’s the best approach?

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

CX Global Media

AUGUST 5, 2018

Hall of famer with the contact center industry through ICMI and we’re at the ICMI Expo. Jim Rembach : Now you also mentioned something to me about a time line expectation – what are some of your expectations of that development? Gerry Barber : Well we stop thinking about what our communication style is with our teams.

Contact Center 168

Contact Center Coaching Call Center Technology 168

Customer Service Life

JANUARY 7, 2018

Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. Jenny Dempsey.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

Customer Service Life

MAY 31, 2017

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. You’ll also learn about the worst trouble we’ve ever gotten ourselves into. Customer Service Question: What did you speak on at the recent ICMI conference?

Contact Center 90

Contact Center Customer Service Customer Experience 90

Customer Service Life

APRIL 30, 2019

I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I sometimes look in the mirror and the story I tell myself is: Who am I to stand up in front of this audience of experts and talk about wellness in customer service workplaces? That’s what this ICMI session is about.

Contact Center 63

Contact Center Coaching Customer Service 63

Call Center Weekly

MARCH 21, 2018

I recently spoke with a contact center leader who was frustrated that his agents weren’t really excited about the vision. Well, no wonder agents weren’t excited about the vision since they had no part in creating it! He shared with me that he had come up with the vision on his own and then communicated it to the team. Lynda.com ).

Contact Center 136

Contact Center Consulting Consulting Customer Service 136

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. I love this show a love ICMI. Jim Rembach : Well okay, for you when you start thinking about impact on the industry.

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Myra Golden Media

JANUARY 15, 2019

What I like about being on set is filming only from the waist up. I told a friend about my poor dining experience, and he said, “Bad table-waiting is just as bad as trying to listen to great music on broken speakers. A highlight of my week at LinkedIn was running into Brad Cleveland, Senior Advisor, ICMI. ” Exactly.

Scripts 136

Scripts Call Center Contact Center Customer Service 136

Language I/O

JUNE 13, 2019

(..)

40

40

Contact Center Pipeline

JUNE 2, 2017

I attended the ICMI Conference and Expo in Orlando, Fla., I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. It was a great event. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].

Contact Center 100

Contact Center outsourcing Chatbots Surveys 100

Aspect

JUNE 22, 2021

To learn more about Call Design, visit www.calldesignNA.com , email info@calldesignNA.com or visit them this fall at ICMI Contact Center Expo in Dallas or CCW Customer Contact Week in Nashville. . The problem Call Design solves is making the transition to the cloud quick, painless and profitable for end users. .

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

CX Accelerator

JANUARY 7, 2019

So keep that in mind as I talk about technology for customer experience. That being said, I thought it might be helpful to share what I understand thus far about a couple concepts that are often mentioned in the CX technology space. Without that short lesson, there’s no telling if I would have ever figured it out on my own.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Customer Centric Support

SEPTEMBER 28, 2017

Las Vegas hosted another fantastic ICMI (International Customer Management Institute) production this week. A huge thanks to the ICMI staff , my fellow event board members, the speakers, and vendors who made this an excellent event! I’m already gearing up ICMI Expo coming up in May. Back to Customer Centric Support.

Contact Center 92

Contact Center Customer centricity Employee engagement Analytics 92

Vistio

NOVEMBER 7, 2022

Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando. Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ?. Meeting in person, building community and networking with so many great colleagues was so inspiring.

Metrics 52

Metrics Agent Empowerment Automotive Contact Center 52

ShepHyken

OCTOBER 8, 2018

I have added my comment about each article and would like to hear what you think too. ICMI) Can we all acknowledge that customer service is a hard job? My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience.

Customer Service 211

Customer Service Customer retention Call Center Metrics 211

Amplifai Coaching Category

JANUARY 12, 2021

Everyone likes access to data about their performance! Contributor?Article.?Everyone But does that drive engagement and effort?

Metrics 52

Metrics 52

Beyond Philosophy

AUGUST 1, 2016

Last year, trade group ICMI conducted a survey in which a whopping 92 percent of customer service managers said they thought their agents could be more effective. They don’t care about customer service because, in the short term, it costs money to provide support to a customer who has already purchased a product or service.

Consulting 282

Consulting Consulting Customer centricity Customer Experience 282

ShepHyken

MAY 28, 2018

I have added my comment about each article and would like to hear what you think too. Luckily, today we know far more about how to provide people with the experience they want. Bruce Turkel) Willy went on to talk to his folks about what they had all accomplished over the last year and where they were going in the future.

Customer Service 193

Customer Service Entertainment Customer Care Customer Experience 193

Customer Service Life

MAY 3, 2019

In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. In order to take the best care of others, we must first take the best care of ourselves. Do you agree? Register here.

Customer Service 74

Customer Service Contact Center 74

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%. Be transparent about company goals, processes, and performance metrics, and employ effective onboarding strategies. DID YOU KNOW?:

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

Fonolo

SEPTEMBER 6, 2017

The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends. If you’re looking for more information about ICMI Demo, or still need to get tickets, visit icmi.com/contact-center-demo-conference.

Contact Center 67

Contact Center Abandon rate Benchmark Call Center 67

Customer Service Life

JULY 23, 2021

It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. You just never know what will happen and you want to be prepared! And, we need to do it right!

Customer Service 132

Customer Service Education Feedback Best practices 132

Fonolo

JANUARY 22, 2020

ICMI Contact Center Expo, Ft. Notable Speakers: Mike Gomes – CXO, Cortland (2019); Diane Magers, CCXP; Description: The goal for CX Talks is to bring together a variety of professionals from a wide variety of CX practices to meet, learn and share what each of us knows about the growing CX profession. Customer Contact East, Ft.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

Taylor Reach Group

OCTOBER 14, 2020

Including being recognized as #5 in the Global 100 Customer Service Leaders, Recognized on numerous Top 15, Top 30, and Top 50 Customer Experience Influencer rankings and lists, and a Top 50 Thought Leader by ICMI. Client Satisfaction. We have enjoyed many multi-year relationships with multiple clients.

Consulting 103

Consulting Consulting Contact Center CRM 103

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. ICMI has historically been a transformative experience for Fonolo. Plus, so much more!

Contact Center 57

Contact Center Education Call Center Customer retention 57

CX Global Media

JUNE 25, 2018

Well we’re here today at the ICMI Expo, talking to call centers about how Orkin can provide a service to protect their location, their business, as well as their employees. Watch and learn about more contact center solutions now. Brian Brockman : Your response there was one we’ve seen a lot today. Click to Tweet .

Contact Center 174

Contact Center Coaching contact center solutions Call Center 174

CX Global Media

JUNE 25, 2018

Tell us a little about that. And what it’s about is celebrating those amazing stories and experiences that agents have delivered to other humans in the course of everyday business. And these are stories where they went well above and beyond and so I want to bring that back to life and we announce at the show at ICMI today.

Customer Service 209

Customer Service Coaching Call Center Contact Center 209

NICE inContact

DECEMBER 6, 2018

To provide you with external benchmarks and guidance for your 2019 planning NICE inContact has teamed with ICMI to help you answer thee most pressing questions: How are my customers’ expectations evolving? See how you stack up to your peers in the new ICMI Customer Experience Maturity model. How mature are my contact center operations?

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

OrecX

JUNE 2, 2020

According to ICMI, the average 100 agent call center takes 5,000 calls a day, each at at approximately seven minutes in length. Across all 100 agents, this equates to about 5,250,000 spoken words between customers/prospects and agents each day. Just think about the analytics potential of that huge pool of words.

APIs 79

APIs Analytics Call Center CRM 79

RapportBoost

NOVEMBER 5, 2018

RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. November 6, 2018 – RapportBoost , a Los Angeles based technology company that boosts chat sales for contact centers, will exhibit at next week’s ICMI Contact Center Demo in Las Vegas. About RapportBoost. About ICMI .

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

Toister Performance Solutions

AUGUST 20, 2020

Mancuso is one of ICMI's top 50 thought leaders to follow on Twitter, and the Director of Offer Management at nThrive. We recently had a conversation about the importance of giving customers the benefit of the doubt. Most people when they go to work everyday, they're not trying to complain about everything," said Mancuso.

Advertising 83

Advertising Personalization Contact Center Customer Service 83

Zingtree

JUNE 11, 2018

Our friends at ICMI recently covered this topic perfectly, diving into the topic of how businesses and call centers can fix broken processes that hurt organizations in the long-term. What doesn’t work about this process? Read the rest of the ICMI article on their website right here. Do we have supporting data?

Call Center 58

Call Center CRM Technology 58

JivoChat

MARCH 25, 2021

ICMI Report ). According to Startus Magazine , live chat has a return of about 300% on investment, which makes it one of the best values for a customer service channel. More than 41% of customers expect a live chat window on your website. 51% of customers want businesses to be available 24/7. ( Emarketer ). Forrester report ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

ICMI Report ). According to Startus Magazine , live chat has a return of about 300% on investment, which makes it one of the best values for a customer service channel. More than 41% of customers expect a live chat window on your website. 51% of customers want businesses to be available 24/7. ( Emarketer ). Forrester report ).

Wait times 52

Wait times Sales Scripts B2B 52