Call Center Resources & Insight
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ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

Speed is Leading Indicator of Great Customer Experiences, No Matter the Channel

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. In my last article in this series, I discussed the importance of creating a true omnichannel... Read More

12 Reasons Why Your Small Contact Center Needs a Mentorship Program

During the most recent #ICMIchat, we spent some time answering eight questions from small contact center leaders. One of those questions: how can I convince my boss that a mentorship program is... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

How Agent Exposure to Customer Data is Putting Contact Centers at Risk

Even in today’s digital age – with self-service technologies, powered by artificial intelligence (AI) and automated chatbots—enterprise contact centers with live agents and customer service representatives (CSRs) continue to play a vital... Read More

Why You Should Join the #FreeToHelp Movement

This year, Jenny Dempsey (CustomerServiceLife.com blogger) and I started the #FreeToHelp movement, and we hope you’ll join us. We believe most frontline agents are willing to help customers, but we wanted to... Read More

Fostering Loyalty in the Contact Center

Do you ever feel like it’s impossible to keep great talent in the contact center?  You’re not alone!  Leaders all over the globe have been wrestling with this issue since the invention... Read More

6 Tips for Building Effective Quality Monitoring Forms

One of the top questions we received this year was "how can I build more effective quality forms?" This week we asked our #ICMIchat participants to answer that question. Here are a... Read More

Are Quality Scores Important? 14 Experts Share Their Thoughts

Are quality scores important in the contact center? Do agents need to see a score in order to be successful? I recently explored this in an article, and when the topic came... Read More

Applying the Five Laws of Library Science to Contact Center Knowledge Management

Leaving a job in a library for a job in a contact center didn’t seem like a natural move at the time, but the more experience I gain, the more common ground... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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