ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
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
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 cus¬tomers to tele¬phone 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
For established organizations ranging from start-up to small and medium-sized businesses (SMB) in need of a solution to promote a customer-centric environment, we spotlight inContact’s Discover WFO suite. Discover is a fully... Read More
By Gerald Sincalir | Published: March 23, 2015 | Comments
I don’t believe that our priorities are straight.
In fact, I am accusing all of us of contradicting ourselves; and there is one particularly destructive contradiction that is ruining customer service in... Read More
By Justin Robbins | Published: March 23, 2015 | Comments
You expect good customer service – but when you get it, do you reward it? You should. The more you point out and appreciate good customer service, the more people will try... Read More
By Dayna Steele | Published: March 20, 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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