ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
Contact centers come in all shapes and sizes. I’d like to focus on the small contact center. Let’s first define “small” in the context of contact centers for the purpose of our... Read More
By JaNae Forshee | Published: March 31, 2015 | Comments
Training is an important part of building a positive contact center culture.
Since culture is ultimately defined by our actions, agents need training to help them clearly understand what’s expected. Training helps... Read More
By Jeff Toister | Published: March 31, 2015 | Comments
I recently came across an article on my newsfeed that caught my attention. It was about service provider advocates, and by the end of the article I was nodding my head in... Read More
By Jodi Beuder | Published: March 30, 2015 | Comments
Wow the customer every chance you get. It doesn’t have to be something big or expensive. In fact, small details make all the difference in the world. Welcome and Smile written on... Read More
By Dayna Steele | Published: March 27, 2015 | Comments
Managing a small contact center comes with its own set of unique challenges and opportunities--especially when it comes to forecasting, scheduling and staffing. That's why we devoted an entire #ICMIchat this week... Read More
By Erica Strother | Published: March 26, 2015 | Comments
In part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Last week in part two,... Read More
By Robert Archambault, Jeffrey Rogerson, Justin Marty | Published: March 26, 2015 | Comments
Kicker: Small contact centers face big challenges. Here are ways you can meet them successfully.
Small contact centers—those with fewer than 50 agents (and, yes, they can get much smaller, e.g., there... Read More
By Brad Cleveland | Published: March 25, 2015 | Comments (1)
Accessibility is a hallmark of the current customer service environment, and it is defined by the customer, not the company. As such, organizations can no longer limit their customers to telephone and... Read More
By Chris Childers | Published: March 25, 2015 | Comments
Customers want choice and convenience. They want the companies that they deal with to be where they are, when they need them. Yet, we are not there. According to Dimension Data while... Read More
By Dougie Cameron | Published: March 24, 2015 | Comments
Attrition is one of the biggest challenges contact centers face. Can you relate?
In this video I share two of the main causes at the root of attrition and offer up some... Read More
By Jim Rembach | Published: March 24, 2015 | Comments
Rid Your Contact Center of Repeat Contacts
Date: April 9, 2015Time: 1 PM Eastern Time
The Secret to Delighting Customers in a Digital World
Seizing the Moments - The Insider’s Guide to Perfecting the Customer Journey
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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