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ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.

Articles

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A Threefold Approach to Empathy Training

Learning & Development

Like many customer service operations, empathy has long been a key ingredient in the service...

How Management and Agent Roles are Changing

Learning & Development

Exemplary Service is About Crossing the Line, Again and Again

How Improv Made Me a Better Call Center Agent

Learning & Development

ICMI Forums

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Recap: 5/3-- Training on a Budget

ens0204

Hey guys! Thanks for another great chat today :) Here's the link to view the...

1

Questions for 5/3: Training on a Budget

jrobbins, 1 answer
1

Questions for 4/26: #CCExpo16 Sneak Peek

jrobbins, 1 answer
1

Question for 4/19: Agent Scorecards

ens0204, 1 answer
12

Industry Standard Average Speed of Answer

Wade, 12 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Mastering Multilingual Support in the Contact Center

Webinar – Watch Now!

According to brand new research from ICMI and Lionbridge, the #1 way that contact centers...

Whitepaper

Driving Customer Loyalty in the Contact Center

Customer Experience

Webinar

How to Successfully Implement a New Channel in...

Watch Now!

Whitepaper

Heal Service Phobia: How to Drive Patient Engagement...

Multichannel Contact Center
QuickPoll

By what quality monitoring criteria do you measure an agent's ability to build rapport with a customer?

Agents are required to use the customer's name a minimum number of times during the contact
Agents are encouraged to use the customer's name however and whenever appropriate during the contact
An agent's ability to build rapport with a customer is measured by another criteria that is unrelated to name usage
Our quality monitoring criteria does not measure an agents ability to build rapport with a customer
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