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#ICMIchat Recap: Giving Thanks for the Contact Center

Happy Thanksgiving from all of us at ICMI!  We hope you're enjoying a relaxing and tasty day with family and friends. Earlier this week we helped our community start the celebration a... Read More

Contact Centers--Evolution or Revolution?

In business today, the most important voice is that of the customer. As we reflect on this year’s Contact Center Demo and Conference Richard McCann wonders if complacency is resulting in missed... Read More

Speech Technology: Mining the Information Gold Rush

Knowing there is gold in the hills is one thing, but extracting it is another. In the early stages of the 1800s gold rush miners used shovels, pick axes and brute strength.... Read More

Automate Monitoring of Key Data Points to Improve the Customer Experience

As companies have become more efficient and automated, customer interactions have become less personalized. But in today’s “age of the customer,” companies are now looking to differentiate themselves by providing an outstanding,... Read More

Can IVR Destroy the Customer Experience? Press 1 or Say "Yes"

We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system: “Welcome to XYZ Corporation. Para Español oprima numero dos….” Okay, so we... Read More

What have you done the last few hours?

A 2011 viral piece from created more comments again yesterday. YDST shared 5 things to do every day for success on LinkedIn and the response was no different than the first... Read More

Actions Speak Louder Than Data

When I think about this week’s topic: “turning data into actionable data,” I find myself going back some years to a moment when, definitely one of the most formative bosses I have... Read More

#ICMIchat Recap: How much does the customer journey impact the customer experience?

How much does the customer journey impact the overall customer experience?  This is a question that ICMI and LiveOps sought to answer this year, and we're excited to unveil all the results... Read More

Big Data Insights Driven By the Contact Center

In today’s competitive marketplace, organizations are scrambling to capture and understand how to derive strategic value from their stores of Big Data.  Various industry studies from 2012 to the present have consistently... Read More

Find YOUR North Star

Navigating the Customer Experience Through the Use of Journey Maps Over the last two decades, the user experience movement has not only changed the way that the world has interacted with technology,... Read More

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Does your contact center have a quiet room to encourage agent decompression?

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