Industry Insights

Keeping the Lines Open When Disaster Hits the Call Center

By Jeff Davis

How would you provide call center support if the corporate headquarters building were suddenly off-limits for an extended period of time? That's one of the questions call center managers have to answer when writing...

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A Dozen Ways to Cultivate Customer Relationships

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,...

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