ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother Marois
Published: August 06, 2014
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
By Dayna Steele | Published: July 31, 2015 | Comments
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
By Erica Strother Marois | Published: July 30, 2015 | Comments
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
By Brad Cleveland | Published: July 28, 2015 | Comments
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
By Patrick Russell | Published: July 28, 2015 | Comments
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
By Boaz Amidor | Published: July 27, 2015 | Comments
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
By Dayna Steele | Published: July 24, 2015 | Comments
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
By Erica Strother Marois | Published: July 23, 2015 | Comments
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
By Annette Miesbach | Published: July 22, 2015 | Comments
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
By Erica Strother Marois | Published: July 21, 2015 | Comments
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
By Rich Pinnington | Published: July 21, 2015 | Comments
5 Surefire Ways to Satisfy Customers, Everywhere
The Secret to Delighting Customers in a Digital World
Uncover the Hidden Profits in Your Contact Center
Collapse of the Cost Center: Driving Contact Center Profitability
Nice Ways to Put Caller on Hold
Avoiding Dead Air During Calls
Forecasting with out historical data
By EM CC
When scheduling contact center representatives, do you offer consecutive days off?
Are your supervisors currently scheduled (in a similar way as representatives are)?
Which of the following best describes the mood in your contact center?
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