ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

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


Recap: 5/3-- Training on a Budget


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


Questions for 5/3: Training on a Budget

jrobbins, 1 answer

Questions for 4/26: #CCExpo16 Sneak Peek

jrobbins, 1 answer

Question for 4/19: Agent Scorecards

ens0204, 1 answer

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...


Driving Customer Loyalty in the Contact Center

Customer Experience


How to Successfully Implement a New Channel in...

Watch Now!


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

Multichannel Contact Center

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
More Polls
Clients We've Worked With