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#ICMIchat Insight: How 3 Trends Will Shape the Contact Center this Year

Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation... Read More

Going the Extra Mile for Customers

Over the Christmas and New Year holiday, I spent a considerable amount of time taking customer calls. Support team members were taking well deserved time off, which meant I had to step... Read More

9 Nuggets of Contact Center Hiring Wisdom

Join Jeremy at Contact Center Expo & Conference! He'll be presenting in two sessions--one on communicating success to the business, another on automation. Learn more. I took a Human Resources (HR) class... Read More

6 Actions Proven to Boost Agent Morale AND Performance

Focusing on two key goals at once seems counter-intuitive.  Frankly, I think these two initiatives are coupled together.  Improve the first, and you improve the second without even trying.  Get creative with... Read More

Call Centers on the Privacy Frontlines

The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day. However, the world... Read More

Tips and Tricks to Help You Inspire Your Team in 2017

Every contact center leader wants to manage a highly engaged team, but it’s easy to overlook employee engagement in the day-to-day push to drive performance. What are the characteristics of engaged employees,... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

3 Trends Shaping a New Year

Meet Brad this May at ICMI's Contact Center Expo & Conference. Register by January 31st to save $400 off any pass. Baseball legend Yogi Berra once quipped, “It's tough to make predictions,... Read More

Customer Service Resolutions

New year, new you? 'Tis the season for resolutions, planning, and dreaming. In that spirit our #ICMIchat community shared their customer service goals for the new year. Click through this presentation to... Read More

Do You Have a Leadership Team or a Leadership Group?

In my twenty-seven years as a consultant, I have worked with hundreds of organizational leadership teams. My most interesting discovery from all those years is that 95% of those “teams” are not... Read More



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QuickPoll

What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
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