Operations Management 

Customer Service is a Contact Sport


(This entry was originally published on Ryan Estis' blog: www.passionpurposeblog.com.) I had the good fortune of delivering the Day 2 keynote address this morning at the International Customer Management Institute's ACCE 2012 Conference & Expo. ACCE 2012 Online: Stream Ryan's...

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BY: Ryan Estis – May 17, 2012 | Comments (0)
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Operations Management 

Inbound-only Centers and Outbound Traffic

In the summer of 2011, ICMI surveyed more than 400 call center professionals from around the world to see how – and if – they...

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BY: The Editors – May 15, 2012 | Comments (0)
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Call Centers: Back to Where it All Began

ACCE returned to Seattle this year with a new guide to succeeding in today’s new era of customer relationships. Eight years ago, in 2004, ICMI...

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BY: Layne Holley – May 10, 2012 | Comments (0)
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Technology 

Key Headset Features

When call centers go shopping for headsets, they look for specific features that will benefit their agents. In a recent ICMI Quick Poll, a whopping...

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BY: The Editors – May 8, 2012 | Comments (1)
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Operations Management 

ICMI's Call Center Cartoon Caption Contest: May 2012

It’s that time again! ICMI presents its monthly Call Center Cartoon Caption Contest. But first, the winner of April's contest is: Rachel Miller of Impact...

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BY: Christina Hammarberg – May 2, 2012 | Comments (21)
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ABOUT OUR BLOG

This blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Brad Cleveland

Senior Advisor, Former President and CEO, ICMI

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Linda Riggs

Strategic Training Director, ICMI

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Rose Polchin

Senior Consultant, ICMI

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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Amanda Mae Miller

National Account Manager, ICMI

Heather Walter

Marketing Specialist, ICMI

Jennifer Quigley

Inside Sales Specialist, ICMI

Lori Carr

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Rachel Ostafi

Marketing Manager, Events & Training, ICMI

Richard Snow

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Susan Langwell

ICMI Certified Consultant, ICMI

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Tom Coleman

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Jeff Feuer

President, Customer Solutions Group

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Layne Holley

Director of Community Services, ICMI

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Mark Lewis

Editor, Call Centre Focus

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Michael Pace

Director of Customer Support, Constant Contact

Robert Stevenson

President and Founder of Seeking Excellence

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The Editors

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