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Video: Tuesday Training Tip: Tips for Successful Calibration

In our first Tuesday training tip, I explained why calibration is a critical component of the contact center quality process. Last week, I shared six ground rules for calibration. Today's video is... Read More

The Shocking Truth About Children's Literacy (And What You Can Do to Help)

By now, you may have seen the viral story on Facebook about a boy named Matthew Flores. Matthew loves reading so much that he’d hang out by the neighborhood mailboxes to collect... Read More

Building the Customer Relationship: Metrics that Matter

We need numbers to measure contact center performance. Empowering Agents can uncover metrics that positively impact the customer relationship. Measuring stats is a big part of managing a contact center. Answer time,... Read More

6 Simple Rules for Optimizing Your Contact Center

Contact Center Expo & Conference is just one month away, and we want to help you connect with your peers, get inspired, and optimize your contact center. Over the last two weeks,... Read More

Weighing the Pros and Cons of Cross-Trained Agents

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great... Read More

Want to Get Your Agents Obsessed with Service?

Announcing ICMI’s Next Book Club Selection--The Service Culture Handbook Every company wants employees who are obsessed with service and every contact center leader wishes for more productive and engaged agents. What’s the... Read More

Video: Tuesday Training Tip: Calibration Ground Rules

In our first Tuesday Training tip, we shared why calibration is a critical component of contact center quality programs. Today we're sharing six ground rules for the calibration process. Looking for more... Read More

What IS Customer Advocacy?

What is customer advocacy? What role does it play? We’ve been hearing that question a lot lately, and though the term is not new it seems to be enjoying renewed attention. If... Read More

16 Ways to Get Inspired in the Contact Center

When you think about your job, your office, your team, or your day-to-day duties, what words come to mind? If inspirational isn’t one of them, we’re here to help! We know the... Read More

Complain Like a Pro: Tips for Effective Communication with Customer Service

The results of 2015 Customer Rage Study show that consumers are increasingly dissatisfied with customer service in spite of the investments companies are making to improve customer satisfaction. Over 60% of the consumers interviewed... Read More

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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