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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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I Hate Bad Bots! 5 Ways to Create a Better Automated Experience

Self-Service

I called my bank the other day and was greeted by the obligatory phone tree....

You Can Be Friends with Anyone

People Management

#CCExpo14 Thought Leadership Panel: The True Emerging Channels

Multichannel Contact Center

#ICMIchat Recap: Measuring Success with 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

Contact Center Training & Events

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Webinars & Whitepapers

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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

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QuickPoll

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

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