Call Center Resources & Insight
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Ways to Show Customers You Care

Rose are red. Violets are blue. We love our customers, how about you? In honor of Valentine's Day, our #ICMIchat community spent some time brainstorming ways to show customers appreciation. What do... Read More

How to Develop a Customer Service Vision

I know what you may be thinking.  Yet another meaningless corporate rah-rah statement for me to forget about in a week!?  I’m with you.  Two years ago, I would have been in... Read More

Announcing the Next ICMI Book Club Selection

Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less.  This balancing... Read More

The Truth, The Whole Truth...

Contact Center Expo & Conference keynote speaker Chip Bell reveals three customer experience truths. I have to be honest; I enjoy debates when both debaters have some of the truth on each... Read More

6 (un)Romantic Ways to Love Customers

I’m a little ashamed to admit that my first Valentine’s Day with my wife, Alicia some 19 years ago, looked a bit different than it does today. For example, I wrote her... Read More

The Secret to Agent Engagement: Empower Every Employee to Lead

"Shoot for the moon, and if you miss, you’ll land in the stars!" That quote, attributed to both motivational speaker, Les Brown and inspirational author, Norman Vincent Peale, is about striving for... Read More

Tips for Staying Focused in an Always-On World

Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a... Read More

9 Shocking Ways You're Undermining Employee Engagement

Admit it, you’re stuck in a rut. Yet again, one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back. You know... Read More

It's What's Inside That Counts, So Put Your People First

When you ask someone their reasons for choosing one brand over another, how many times have you heard, “Because their customer service was fantastic”? People really value great customer care, and getting... Read More

2017 Trend to Watch: The Shifting Mix of Service Channels

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

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Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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