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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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Can I Just Dial Zero to Speak to a Representative Now?

Self-Service

Customer service should be easy, right? The customer has a question or issue, the customer...

Offer the customer free ice cream

Customer Experience

High Value Talent Analytics Projects: Fishing or Solving Business Problems

People Management

When Metrics Conflict with Your Center's Vision and Agent Morale

Metrics

QueueTips Q&A Forum

More QueueTips

Threshold goal for queue or agent?

Janelle Hockenbrocht

When a threshold is set, does the clock start ticking once the call hits the...

1

Supervisor team change?

Sharon Rohrbach, 1 answer
2

QA Calibration?

Alejandra Moreno, 2 answers
1

Time to enter KPI?

Matthew Cowell, 1 answer
0

What is most effective for agent coaching?

jeanette marco

Contact Center Training & Events

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Webinars & Whitepapers

More Webinars | More Whitepapers

Don’t Hang Up on Me! Leveraging Outbound to Improve Agent Efficiency & Increase Customer Loyalty

Webinar – Sep 11 – Register Now!

Outbound dialers have a reputation for causing headaches for customers and agents.  Picking up the...

Whitepaper

Cloud Cover for the Call Center: Meeting Demands...

Technology

Webinar

The 4 Game Changers of Customer Service

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

People Management

Video

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QuickPoll

Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?

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