COMPLIMENTARY
WEBINAR

5 Steps to Modernize
Your Contact Center 

OCTOBER 9 | 1PM ET

Featuring Principal Analyst Sheila McGee-Smith

Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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

Articles

More Articles

How to Performance Manage and Not Kill Culture

Culture & Morale

Today’s contact center is a paradox. On one hand, managing agent performance often leads to...

#CCExpo14 Thought Leadership Panel: The Multichannel Contact Center

Multichannel Contact Center

6 Surprising Advantages of a Self-Service Portal

Self-Service

Dynamic Applications: Why Software Defined Organizations are on Their Way Out

Self-Service

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

5 Steps to Modernize Your Contact Center

Webinar – Oct 9 – Register Now!

Featuring Principal Analyst Sheila McGee-Smith You’re caught in the cross hairs. Your CEO is talking...

Whitepaper

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

Technology

Webinar

Don’t Hang Up on Me! Leveraging Outbound to...

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

Culture & Morale

Video

More Videos
QuickPoll

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

Yes
No
More Polls
Clients We've Worked With