ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Think of your call center like a piano concert—there are three things necessary to create an amazing experience. You need a great instrument, a great composer or piece of music and a... Read More
By Art Coombs | Published: May 27, 2016 | Comments
Customers have more options than ever, and easy access to seek out other options if they're dissatisfied with your company. Are you unintentionally driving them to the competition? You might be if... Read More
By Erica Strother Marois | Published: May 26, 2016 | Comments
Consistently delivering experiences that result in highly satisfied customers can be incredibly complicated. When organizations get it right, the positive outcomes are undeniable. When they don't, the impact is detrimental.
How can... Read More
By Erica Strother Marois | Published: May 24, 2016 | Comments
Last month I talked about using multiple senses as a technique that has been proven to work to help people learn. This month I am talking about another proven technique that is... Read More
By Elaine Carr | Published: May 23, 2016 | Comments
An effective knowledge base can help deflect call volume, increase customer satisfaction, and be used as an ongoing training tool for contact center agents. A poorly designed knowledge base can lead to... Read More
By Erica Strother Marois | Published: May 19, 2016 | Comments
HR software vendors are typically focused on explaining what’s in it for the company: what benefits the solution has, what ROI it will bring. Yet, sometimes this approach isn’t right. Instead, the... Read More
By Gal Rimon | Published: May 18, 2016 | Comments
Knowledge bases are becoming very popular, both as internal tools for employees and as external tools for customers. But creating a knowledge base requires more than just purchasing the right piece of... Read More
By Sameer Bhatia | Published: May 18, 2016 | Comments
LiveOps is often asked how we keep our community of independent agents engaged and interested in training, especially when these agents are geographically dispersed and not physically in a classroom. To overcome... Read More
By Greg Hanover | Published: May 17, 2016 | Comments
Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your... Read More
By Patrick Russell | Published: May 16, 2016 | Comments
How healthy is the culture of your contact center? Is it a positive, powerful, productive culture, all the time - or not very often?
Most leaders don’t pay a great deal of... Read More
By Chris Edmonds | Published: May 09, 2016 | Comments
Improve Your Agent’s Performance in 983 Simple Steps
Date: June 23, 2016Time: 1 PM Eastern Time
Multichannel Forecasting & Scheduling
Lost in Translation: Leveraging Language to Deliver an Exceptional Customer Experience
3/15 Questions: Writing Better Job Descriptions
Chat Efficiency Gains
By Brad Cleveland
Questions for 12/15: Virtual Agents
If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?
By what quality monitoring criteria do you measure an agent's ability to build rapport with a customer?
If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?
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