The latest in our article series – The People in Your Neighborhood is up on ICMI’s website. This article looks at the backbone of the Call Center – the Agent, and the tools they need to build a value-based relationship with customers. Later pieces will describe the other members of the community that exists within any organization, and their stake in delivering customer satifaction and retaining or converting customers.

We’d love your thoughts over the next few weeks on this exciting new series!