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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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Keep it Simple Today

Learning & Development

In anything you do today – keep it simple, keep it short, make it clear,...

Working Closest to the Dollar

Hiring

How to Write Email Templates That Don't Make Customer Service Agents Sound Like Robots

Learning & Development

Customer Experience and the Call Center

Customer Experience

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

2015 ICMI Contact Center Research Findings: Own the Moments

Webinar – Feb 26 – Register Now!

The customer journey is defined by moments, and brands are often defined by how they...

Whitepaper

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

Technology

Webinar

Focus on the Customer: Creating Great Experiences in...

Feb 12 – Register Now!

Whitepaper

Driving Agent Attrition Whitepaper

Culture & Morale

Video

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QuickPoll

When hiring a new contact center agent, which do you feel is most important?

Skill
Attitude
Both are equally important
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