ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother Marois
Published: August 06, 2014
Note from the editor: Looking for a free, simple, but powerful way to motivate your agents and boost morale? Dayna's advice isn't just great life advice, it's great management advice. Make an... Read More
By Dayna Steele | Published: August 28, 2015 | Comments
Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we explored all the ways customer service professionals can leverage big data to improve the customer experience.
If... Read More
By Erica Strother Marois | Published: August 27, 2015 | Comments
Every Tuesday members of our community gather for a live one hour chat on Twitter. We cover a variety of topics impacting contact center and customer experience leaders. It's a fast-paced and... Read More
By Erica Strother Marois | Published: August 26, 2015 | Comments
We’ve seen dramatic technology shifts in the call center industry during the past five to 10 years. The rise of cloud-based call center technology has made it affordable for organizations of all... Read More
By Dave Bethers | Published: August 26, 2015 | Comments
ICMI knows how to throw a party. I had the fortune of attending their Expo and Conference this year in Orlando, FL. Speaking at a major conference for the first time, I... Read More
By Nate Brown | Published: August 25, 2015 | Comments
Where do we stand? What are others doing? What do our customers expect?
Given the enormous changes taking place in the business environment, these are important questions. If you’re looking guidance on... Read More
By Brad Cleveland | Published: August 24, 2015 | Comments
Has your contact center added any new metrics to the dashboard this year? As customer service evolves to encompass more and more channels, it's important to take a step back to evaluate... Read More
By Erica Strother Marois | Published: August 20, 2015 | Comments
Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100%... Read More
By Kim Campbell | Published: August 19, 2015 | Comments
Average handle time. Service level. First Contact Resolution. Everyone is interested in contact center metrics. Well, perhaps not everyone—but metrics are essential to understand how a contact center is functioning and where... Read More
By Rich Pinnington | Published: August 18, 2015 | Comments
One of the most popular call center metrics for measuring success is First Call Resolution (FCR). Pretty simple concept: your agent resolves your customer’s concern during the first call the Customer made... Read More
By Al Hopper | Published: August 17, 2015 | Comments
How to Harness the Power of Chat in Your Contact Center
Date: September 24, 2015Time: 1 PM Eastern Time
Best Practices for Delivering a Seamless Omnichannel Customer Experience
Collapse of the Cost Center: Driving Contact Center Profitability
Calculating Call Center Headcount
Abandon Rate Standard
Call Center Greeting
When scheduling contact center representatives, do you offer consecutive days off?
Are your supervisors currently scheduled (in a similar way as representatives are)?
Which of the following best describes the mood in your contact center?
© 2015 UBMAll Rights Reserved