ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition
By ICMI editors
Published: December 19, 2016
In our first Tuesday training tip, I explained why calibration is a critical component of the contact center quality process. Last week, I shared six ground rules for calibration. Today's video is... Read More
By Justin Robbins | Published: April 25, 2017 | Comments
By now, you may have seen the viral story on Facebook about a boy named Matthew Flores. Matthew loves reading so much that he’d hang out by the neighborhood mailboxes to collect... Read More
By Erica Strother Marois | Published: April 25, 2017 | Comments
We need numbers to measure contact center performance. Empowering Agents can uncover metrics that positively impact the customer relationship.
Measuring stats is a big part of managing a contact center. Answer time,... Read More
By Heather D. Blease | Published: April 24, 2017 | Comments
Contact Center Expo & Conference is just one month away, and we want to help you connect with your peers, get inspired, and optimize your contact center.
Over the last two weeks,... Read More
By Erica Strother Marois | Published: April 21, 2017 | Comments
One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great... Read More
By Kim Campbell | Published: April 20, 2017 | Comments
Announcing ICMI’s Next Book Club Selection--The Service Culture Handbook
Every company wants employees who are obsessed with service and every contact center leader wishes for more productive and engaged agents. What’s the... Read More
By Erica Strother Marois | Published: April 19, 2017 | Comments
In our first Tuesday Training tip, we shared why calibration is a critical component of contact center quality programs. Today we're sharing six ground rules for the calibration process.
Looking for more... Read More
By Justin Robbins | Published: April 18, 2017 | Comments
What is customer advocacy? What role does it play? We’ve been hearing that question a lot lately, and though the term is not new it seems to be enjoying renewed attention.
If... Read More
By Brad Cleveland | Published: April 17, 2017 | Comments
When you think about your job, your office, your team, or your day-to-day duties, what words come to mind? If inspirational isn’t one of them, we’re here to help! We know the... Read More
By Erica Strother Marois | Published: April 14, 2017 | Comments
The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer satisfaction. Over 60% of the consumers interviewed... Read More
By Mary Murcott, Ruth O'Brien | Published: April 13, 2017 | Comments
The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting
Date: May 11, 2017Time: 1 PM Eastern Time
TIP SHEET: 10 Strategies to Build a Future-Forward Contact Center
Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience
2017 Conference Call for Speakers Now Open
Want to get your agents obsessed with service?
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On average, how much time do your supervisors/managers spend coaching their team of representatives?
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