ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
At the beginning of 2014, a lot of people were reading tea leaves, trying to predict what was in store for the contact center industry. Predictions varied, but most agreed that 2014... Read More
By Rich Weborg | Published: December 22, 2014 | Comments
I’m not sure how 2014 went from your perspective, but here at ICMI we were witness to many amazing things over the course of the past 12 months. As a tribute to... Read More
By Justin Robbins | Published: December 19, 2014 | Comments
This is probably the tip from 101 Ways to Rock Your World: Everyday Activities for Success Every Day that is shared and reprinted the most: #37 Do something to help someone else... Read More
By Dayna Steele | Published: December 19, 2014 | Comments
If you follow our blog or Twitter stream you've probably noticed a theme throughout the month of December. We've devoted these past few weeks to looking back and thinking forward. We've reflected... Read More
By Erica Strother | Published: December 18, 2014 | Comments
Customers are more knowledgeable and perceptive than ever before. Simply put, they know what they want. And if they can’t get it from you, they’ll go somewhere else.
As the buying process... Read More
By Matt McConnell | Published: December 17, 2014 | Comments
As we continue to reflect on all that happened for the contact center in 2014, we’re looking back at some of our most beloved articles of 2014. These articles generated quite a... Read More
By Erica Strother | Published: December 16, 2014 | Comments
Ubiquitous mobility, the proliferation of social media channels and other recent technological innovations have given customers unprecedented power over brands—and this trend is not likely to slow anytime soon. Below are three... Read More
By Matthew Choy | Published: December 15, 2014 | Comments
Our daily lives are so intertwined with technology that it’s hard to remember life before Google and social media. The last decade has brought about drastic changes in customer-facing industries and gone... Read More
By Jodi Beuder | Published: December 15, 2014 | Comments
The people who succeed are the ones who take the first step. More often than not, success takes very little effort, something like just one phone call. It’s the ‘just do it’... Read More
By Dayna Steele | Published: December 12, 2014 | Comments
Now is the time of year that we reflect on all that's happened and look forward to future. Last week, we devoted our #ICMIchat to all that's happened for the world of... Read More
By Erica Strother | Published: December 11, 2014 | Comments
3 Reasons to Mobilize Your Customer Service
From Manual to Magnificent: Workforce Optimization for Your Contact Center
3 Insider Perspectives on Removing the Roadblocks to an Effortless Customer Experience
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 have a quiet room to encourage agent decompression?
Does your contact center celebrate Customer Service Week?
Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?
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