Philadelphia 
Symposium


June 19-22, 2012

 

Multi-Day Call Center Training
to Improve Your Center's Performance.

Call Center Insider
ICMI's Weekly Newsletter

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

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Results-Driven Solutions

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Expert's Angle: Why Customer Service Reps Don't Sell… and What You Can Do About It

Operations

Your customers are now three times more likely to leave you and go to your...

Customer Service is a Contact Sport

Operations

Blended and Outbound Call Centers Series: Outbound Campaign Design

Operations

Inbound-only Centers and Outbound Traffic

Operations

QueueTips Q&A Forum

More QueueTips

Explanation of ACD Service Level?

Amanda Reth
answer

Amanda, came across this question in queue tips and you've probably already moved on, but you are right that service...

Jeff Palzkill, May 17, 2012
1

Average Shrinkage?

Nina Westvold, 1 answer
5

Removing <10 Second Abandons at Skill Level?

Mary Wierbicki, 5 answers
1

Formula for Agents Needed?

Mohamed Haqqi, 1 answer
7

Ratio of Trainers to Call Center Agents?

L Herman, 7 answers

Call Center Training & Events

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Webinars & Whitepapers

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Keep (and Optimize) Your Call Center's Best Agents: Agent Salary and Productivity Benchmark

Webinar – Jun 7 – Register Now!

Complimentary Webinar Date: Thursday, June 7, 2012 Time: 10 AM Pacific time / 1 PM...

Whitepaper

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

Technology

Webinar

The Role of Workforce Optimization in Balancing Contact...

Watch Now!

Whitepaper

Blending in the Call Center: Benefits, Barriers and...

Workforce Management/Staffing

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QuickPoll

Do you currently use e-learning techniques in your contact center?

Yes we do - and it’s great!
Yes, but we’re having some challenges with it.
No, we tried but it didn’t work out.
No, but we'd like to
No, it's not for us
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