Empowering contact center excellence for 30 years!


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Success on a Silver Platter

Success takes talent, ambition, and hard work. So why does the world have one-hit wonders? Why do talented people who work hard still fail? Most people and companies fail where it is... Read More

#ICMIchat Recap: Preparing for Customer Service Week

We're just weeks away from one of the most celebrated weeks in contact centers across the country. Customer Service Week 2015 kicks off on October 5th and we're helping our community prepare.... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Customer Service Week Isn't Enough

Showing appreciation for your customer service associates during one short period of the year - and nothing more – won’t move the needle on morale, performance or loyalty. In 1992, the U.S.... Read More

5 Tips for Increasing CRM Adoption Among Millennials

If you’re a CRM vendor, you need to make yourself attractive to the new population increasingly taking over the workplace – Millennials. Millennials are your new end user. To continue to be... Read More

Change Your World Today

It doesn’t take much to change the world. One small gesture at a time is plenty. Do one thing today to help another or to make someone smile – totally unexpected. A... Read More

#ICMIchat Recap: Is Multilingual Support Really Necessary?

How many languages do your customers speak?  Are you able to provide support in each of those languages? Today it's estimated that more than 7,000 languages are spoken across the globe.  Chances... Read More

The Modern Day Tower of Babel: Solutions for the Multilingual Contact Center

Leaving aside the question of where and when it was actually constructed, the structure commonly known as the “Tower of Babel” is an interesting metaphor for what can be a challenge for... Read More

Infographic: Are You Guilty of the 7 Deadly Sins of Social Customer Service?

Social media has forever changed the way businesses communicate with their customers. Brands that embrace this have the opportunity to strengthen client relationships, while brands that look the other way are in... Read More

90 Days to BPO Success

You’re running a growing company. Growing quickly, by leaps and bounds, to the point where you are getting distracted by running the company instead of doing what you set out to do.... Read More

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When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
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