ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Christine received her bachelor’s degree in May and was fortunate to land her first job within 45 days of graduating. She was excited to begin the next phase of her life. After... Read More
By Gregg Gregory | Published: March 23, 2017 | Comments
Let's face it, customer service is often a thankless job. Solving problems all day, dealing with angry customers, and working hard to meet a variety of KPI targets is stressful. How often... Read More
By Erica Strother Marois | Published: March 17, 2017 | Comments
Employee retention is a top priority for most industries, but retaining top performers in the contact center is especially challenging. Looking for ways to keep the rockstars on your team? Look no... Read More
By Erica Strother Marois | Published: February 28, 2017 | Comments
Not so long ago, our contact center struggled with poor employee engagement and a 66% attrition rate in the first 90 days. Fast forward a year, and we've seen dramatic improvements, including... Read More
By Dustie Mercer | Published: February 28, 2017 | Comments
You don’t need us to tell you that of any industry in the world, call centers’ retention rates are among the lowest. You know turnover is your Achilles heel. The question is,... Read More
By Karin Hurt, David Dye | Published: February 27, 2017 | Comments
I know what you may be thinking. Yet another meaningless corporate rah-rah statement for me to forget about in a week!? I’m with you. Two years ago, I would have been in... Read More
By Nate Brown | Published: February 16, 2017 | Comments
"Shoot for the moon, and if you miss, you’ll land in the stars!"
That quote, attributed to both motivational speaker, Les Brown and inspirational author, Norman Vincent Peale, is about striving for... Read More
By Mike Aoki | Published: February 13, 2017 | Comments
Admit it, you’re stuck in a rut. Yet again, one of your high potential agents turned in their notice. That sinking feeling in the pit of your stomach comes back.
You know... Read More
By Jim Rembach | Published: February 09, 2017 | Comments
When you ask someone their reasons for choosing one brand over another, how many times have you heard, “Because their customer service was fantastic”? People really value great customer care, and getting... Read More
By Dan Moross | Published: February 07, 2017 | Comments
Understanding why employees stay with your company begins with a very simple task. No, it doesn’t mean looking at their pay stubs to see who you pay the most.
It begins by... Read More
By Jenny Dempsey | Published: February 02, 2017 | Comments
Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency
The Ugly Truth: You Suffer from Agent Apathy
Agent Apathy: The Root Cause of Poor Customer Service
Preparing for Customer Service Week
Risk vs. Reward of Reducing SLA Goals
Leading Change in the Contact Center
Are you planning to celebrate Customer Service Week in your call center?
Does your contact center believe that happy agents make happy customers?
© 2017 UBMAll Rights Reserved