Access the ICMI Agent Experience Toolkit
To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.
The State of Customer Service Automation 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
MaritzCX Energizes Reliant’s Customer Experience
The company has experienced success by adopting a customer-centric DNA
Booker Sets Up Self-Care with Five9
The salon and spa scheduling company benefits from Five9 in its contact center
Virtual Receptionists Work for Virtual Law Firm
Ruby Receptionists answers Burton Law's calls from miles away.
Snapfish Finds Live Chat a Snap for Customers and Agents
Photo-sharing site uses Live Person to help members with design projects.
The Doctor Gets a Social Prescription
YouBeauty enlists Extole to launch a social media campaign
High Five for DB5
With InfoStreet, a consultancy gets enterprise-caliber efficiency on a small-business budget
Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.
Social from the Inside Out
By focusing on connecting employees, a socially entwined culture benefits clients.
Ringing the Opening Bell
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
A Training Regimen Gets Rigorous
Brainshark helps FitLinxx pump up customers' use of fitness technology.
Mixing In a Little Sugar Sweetens the Deal
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
A Newsletter Employs New Tactics
CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers' search burden.
A Site Stops Feeling Overtaxed
The voice of the customer helps Intuit in an online revamp.
Make ’Em Laugh—Personally
GigglePrint knows personalization, but Coremetrics helps teach the printing company how to finish the transaction.
On-the-Go WFM Efficiency: A New Blueprint
A turnkey framing company looks to mobile workforce management technology to automate its method for capturing timesheet and job status data.
"Our customers increasingly expect specialization...."
Signed, Sealed, Delivered
A travel-tech services broker taps digital contract management for e-signatures.
Lawyers Learn to Share
BranchIT helps a global firm leverage its relationships to better serve clients.