ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother
Published: August 06, 2014
Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society to becoming financial ruin in the marketplace. Asking... Read More
By Jim Rembach | Published: May 20, 2015 | Comments
You may have heard about SoLoMo in recent years in regard to social media and its impact on a number of industries. But what about Big SoMoClo? Okay, that’s not the stage... Read More
By Michael Pawlak | Published: May 19, 2015 | Comments
We are social creatures. From the beginning of civilization, we have maintained bonds with family and friends for safety, survival and support. That need for connection and the feeling of being a... Read More
By Rich Pinnington | Published: May 18, 2015 | Comments
After working in the contact center industry for more than a quarter of a century, and participating in various trade shows and conferences either as an attendee or an exhibitor for 15... Read More
By Brandon Knight | Published: May 14, 2015 | Comments
During the month of May ICMI is devoting all it's resources to social media customer service. Gone are the days when social was considered an emerging channel. Social is here to stay,... Read More
By Erica Strother | Published: May 14, 2015 | Comments
Social media is redefining the profile of what it means to be a high-value, high-risk customer.
What was once a conversation between your rep, your customer, and the your monitoring systems is... Read More
By Karin Hurt | Published: May 13, 2015 | Comments (2)
This year we launched the ICMI.com Monthly Top 5 series. It's our way of keeping you up to speed on some of the most buzzworthy topics in the contact center industry.
We're... Read More
By Justin Robbins, Erica Strother | Published: May 13, 2015 | Comments
In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and... Read More
By Amy Bennet | Published: May 12, 2015 | Comments
As we know, customers want it all: infinite choice, immediate access, personalized service. And, they expect your contact center to deliver it at every step. At inContact we continue to look at... Read More
By Mariann McDonagh | Published: May 12, 2015 | Comments
Is your company pro-actively training front-line employees in customer service? The answer is probably yes, as the majority of companies are. Effective training and development remains an essential aspect of promoting a... Read More
By Sue Ratcliffe | Published: May 11, 2015 | Comments
The State of Mobile Customer Engagement: Tips to Help You Gain Success
Date: June 4, 2015Time: 1 PM Eastern Time
The Secret to Delighting Customers in a Digital World
How to Transform Digital Customer Experience for the Connected Customer
Agent Apathy: The Root Cause of Poor Customer Service
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?
© 2015 UBMAll Rights Reserved