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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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5 Key Steps to Getting Social Service Right

Technology

As with the emergence of the Web itself, the social ecosystem is becoming part of...

#hiring for #social #customer #service

Technology

Action Planning Helps Link Training to Doing

Technology

Ask the Expert: How is Social Media Changing Customer Service?

Technology

QueueTips Q&A Forum

More QueueTips

Industry Standard Average Speed of Answer

Guest

I lead a contact center for a large Healthcare organization and our target is 80/40....

3

Shrinkage Calculations for the Call Center

Guest, 3 answers
6

Supervisor vs. Team Leader

Guest, 6 answers
5

Quality Analyst Roles/Responsibilities

Guest, 5 answers
3

Calculating annual attrition rate

Guest, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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The State of Mobile Customer Engagement: Tips to Help You Gain Success

Webinar – Jun 4 – Register Now!

As mobile devices take a greater precedence in our lives and those of our customers,...

Whitepaper

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

Technology

Webinar

The Top 3 Tips to Becoming a Profit...

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

People Management
QuickPoll

Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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