ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
Customer Service Week got a bit crazy this year in our contact center. The many details are a blur, but allow me to chronicle a few activities I participated in.
First, I... Read More
By Jeremy Watkin | Published: October 22, 2014 | Comments
Achieving maximum value from nearly every category of business expenditure is dependent on the performance of the enterprise's contact centers. Launching a $ multi-million marketing campaign that establishes expectations for customers without... Read More
By Greg Salvato | Published: October 22, 2014 | Comments
In a Harvard university lab in the first half of last century, a lanky young doctoral student named B. F. Skinner watched a pigeon in his newly-created puzzle box turn in a... Read More
By Holly Christmann | Published: October 21, 2014 | Comments
A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would be the artifacts and displays... Read More
By Chip Bell | Published: October 20, 2014 | Comments
What's the difference between workforce management and workforce optimization?
In this thought leadership panel from Contact Center Expo and Conference our expert panelists share their thoughts on WFO, and share the tools... Read More
By Erica Strother | Published: October 17, 2014 | Comments
Change is in the air. Change has always been in the air – that’s called progress. I spoke to a group of business owners yesterday about change, specifically about the fact that... Read More
By Dayna Steele | Published: October 17, 2014 | Comments
We all know that happy agents make for happy customers, but what can contact center leaders do to better engage their team? And is there a difference between satisfied employees and engaged... Read More
By Erica Strother | Published: October 16, 2014 | Comments
I have seen those that want to improve engagement immediately go to the whiteboard, eagerly ready to start writing down a list of action items. After all, as leaders are we not... Read More
By Brian Flagg | Published: October 15, 2014 | Comments
It's often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom... Read More
By Errol Allen | Published: October 14, 2014 | Comments
Everyone seems to be posting, blogging, speaking about WHY when your staff is happy your customers will ultimately feel the same way. So, I decided why not add my thoughts as well?... Read More
By Laura Sikorski | Published: October 13, 2014 | Comments
Improve Workforce Efficiency Across Business Processes
Date: Nov 13, 2014Time: 1 PM Eastern Time
From Manual to Magnificent: Workforce Optimization for Your Contact Center
The Alignment of Customer and Support Expectations
What's In Your WFO? Workforce Optimization for Today’s Contact Center
Threshold goal for queue or agent?
By Janelle Hockenbrocht
Tips for training tenured agents?
By Cindy Smith
Supervisor team change?
By Sharon Rohrbach
Does your contact center celebrate Customer Service Week?
Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?
Do you currently offer live agent mobile support?
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