Empowering contact center excellence for 30 years!


Topic Content

The Smiley Face Index: The One Metric Your Contact Center is Missing

There are a lot of metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result... Read More

Social Media Best Practices for Customer Support

Has your company received the memo that more customers are turning to social media to address their customer service issues? If you are still treating your social media presence as an afterthought,... Read More

Find Your Three Good Things

Note from the editor:  Looking for a free, simple, but powerful way to motivate your agents and boost morale? Dayna's advice isn't just great life advice, it's great management advice. Make an... Read More

#ICMIchat Recap: Contact Center Analytics

Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we explored all the ways customer service professionals can leverage big data to improve the customer experience. If... Read More

#ICMIchat Live: New Contact Center Metrics

Every Tuesday members of our community gather for a live one hour chat on Twitter.  We cover a variety of topics impacting contact center and customer experience leaders.  It's a fast-paced and... Read More

Make Your Call Center More Intelligent with Business Analytics

We’ve seen dramatic technology shifts in the call center industry during the past five to 10 years. The rise of cloud-based call center technology has made it affordable for organizations of all... Read More

The ICMI Conference Experience: Through a Newbie's Eyes

ICMI knows how to throw a party. I had the fortune of attending their Expo and Conference this year in Orlando, FL.  Speaking at a major conference for the first time, I... Read More

Establishing the Right Measures in Your Contact Center

Where do we stand? What are others doing? What do our customers expect? Given the enormous changes taking place in the business environment, these are important questions. If you’re looking guidance on... Read More

#ICMIchat Recap: New Contact Center Metrics

Has your contact center added any new metrics to the dashboard this year? As customer service evolves to encompass more and more channels, it's important to take a step back to evaluate... Read More

Lifetime Customer Value: Measuring Customer Service Performance

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100%... Read More

View More Content  

When scheduling contact center representatives, do you offer consecutive days off?

Yes, we do it for employee morale purposes and understand that it may impact our service levels/customer experience.
Yes, if it does not affect our ability to meet service level and meet customer expectations.
Yes, we do it as a part of our reward and recognition program for our representatives.
No, we do not because of the negative impact on our ability to meet customer expectations and service level.
No, we do not for multiple other reasons.
More Polls