Operations Management

Customer Feedback Can Help with More than Improving Customer Satisfaction

Recent benchmark research carried out by Ventana Research on the state of contact center technologies shows that customer feedback management is one of the applications most often deployed in contact centers; our research found it to be the third-most-often deployed...

BY: Richard Snow – Feb 21, 2012 | Comments (0)

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Operations Management

Does your contact center have a formal process for analyzing customer satisfaction survey results?

When is comes to tracking and analyzing customer satisfaction survey results, many contact centers do not have a formal process. In a recent ICMI Quick...

BY: The Editors – Feb 20, 2012 | Comments (0)

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Operations Management

Have You Heard Them Being Quiet?

We always seem to wait until we are hearing noise, and usually loud noise, before we react. Isn’t it time we started listening to the...

BY: Todd Hixson – Feb 16, 2012 | Comments (0)

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Operations Management

Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?

Adherence is a top challenge in the contact center. When a Norwegian call center made headlines for timing its agent's breaks, ICMI polled our audience...

BY: The Editors – Feb 13, 2012 | Comments (0)

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Operations Management

Customer Retention is a Shared Responsibility

The following article was originally published at www.loricarrassociates.com Seasoned service executives are well aware of the criticality of high customer retention rates and their impact...

BY: Lori Carr – Feb 9, 2012 | Comments (0)