ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
Labor is the biggest expense for any call center. So, what’s the alternative to hiring extra staff to improve customer service?
In the enterprise, building out individual business departments is often an... Read More
By Michael Oristian | Published: April 23, 2015 | Comments
Do learning styles really impact training? Our #ICMIchat this week was all about learning styles, and there were many different perspectives presented.
Should the term learning styles be changed to learning preferences?... Read More
By Erica Strother | Published: April 23, 2015 | Comments
“Games lubricate the body and the mind. We do not stop playing because we grow old, we grow old because we stop playing!”
Games are fun. Not only fun, but... Read More
By Ann Ruckstuhl | Published: April 22, 2015 | Comments
It’s easy to find headlines, articles and seminars featuring executives or consultants talking about creating a culture of customer service excellence. Almost everyone, from CEOs to call center managers “gets” that making... Read More
By Max Ball | Published: April 21, 2015 | Comments
In the wildly popular course, The 7 Habits of Highly Effective People, Stephen Covey tells us that every project has two parts: a mental creation and a physical creation. When considering the... Read More
By Clayton Lee | Published: April 21, 2015 | Comments
Is it time to re-design or create a quality evaluation form in your center? This is a big undertaking for any size call center, and one person should not do it alone.... Read More
By Vicki Herrell | Published: April 20, 2015 | Comments
When you are taking a course, what happens when the facilitator shows a slide with 4-6 learning objectives on it? Do you pay attention, or does your brain turn off? If you... Read More
By Elaine Carr | Published: April 20, 2015 | Comments
The bigger your network, the more opportunities you have, the more success comes your way. Everyone is a potential client or partner. Add someone new to your network every day – talk... Read More
By Dayna Steele | Published: April 17, 2015 | Comments
Since the earliest days of the call center, the industry’s most visible metrics have focused largely on quantity – calls per hour, average handle time and idle time, just to name a... Read More
By Angelique Davis | Published: April 17, 2015 | Comments
Monitoring can seem like a four letter word to contact center agents, but it doesn't have to be that way. In fact, it shouldn't!
How can contact center leaders develop a sense... Read More
By Erica Strother | Published: April 16, 2015 | Comments
The Top 3 Tips to Becoming a Profit Center
Date: May 21, 2015Time: 1 PM Eastern Time
The Secret to Delighting Customers in a Digital World
Where Contact Center Are Missing the Mark with Customer Care
Own the Moments! Understanding the Customer Journey
Threshold goal for queue or agent?
By Janelle Hockenbrocht
Tips for training tenured agents?
By Cindy Smith
Supervisor team change?
By Sharon Rohrbach
Which of the following best describes the mood in your contact center?
When hiring a new contact center agent, which do you feel is most important?
Does your contact center use social media as a hiring & recruiting tool?
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