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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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Harnessing the Power of NO

People Management

Every once in awhile, someone is going to say no to you. No to the...

Hiring and Training for Multi-Channel Support

Workforce Management – comments

SWPP Insider: Takeaways from The Society for Workforce Planning Professionals Annual Conference

Workforce Management

Technology in 10: Optimizing Your Contact Center Workforce

Workforce Management

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

Webinars & Whitepapers

More Webinars | More Whitepapers

What’s NEXT for Social Care? Harnessing the Power of the Social Enterprise

Webinar – May 15 – Register Now!

Is your contact center fully prepared for the rapidly changing multichannel environment?  Are you capitalizing...

Whitepaper

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

Technology

Webinar

The WFO Puzzle: Putting the Pieces Together

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

Site Operations

Video

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