ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
Managing a contact center comes with a unique set of challenges. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives and expected to do more with less. This balancing... Read More
By Erica Strother Marois | Published: February 15, 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
Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a... Read More
By Erica Strother Marois | Published: February 10, 2017 | Comments
You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so... Read More
By Erica Strother Marois | Published: February 03, 2017 | Comments
Being always connected...is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? In this TEDx talk, Brad Cleveland provides a fresh perspective on how... Read More
By ICMI editors | Published: January 31, 2017 | Comments
I first became aware of the power of questions a couple of decades ago when I was visiting one of my sisters who lived in a small farming community. At the end... Read More
By Elaine Carr | Published: January 25, 2017 | Comments
Over the Christmas and New Year holiday, I spent a considerable amount of time taking customer calls. Support team members were taking well deserved time off, which meant I had to step... Read More
By Sean Hawkins | Published: January 19, 2017 | Comments
The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day.
However, the world... Read More
By Sachin Kothari | Published: January 17, 2017 | Comments
Interested in learning more about contact center agent training and/or employee engagement? Join Evan this May at Contact Center Expo & Conference.
The benefits of employee engagement are compelling and undeniable, as... Read More
By Evan Watson | Published: January 03, 2017 | Comments
During this season of celebration and reflection, we’d like to pause and give thanks for the shining lights in the contact center industry. We’re incredibly grateful for the thought leaders who help... Read More
By ICMI editors | Published: December 19, 2016 | Comments
5 Tips for Budget-Friendly Training in the Modern Contact Center
The Ugly Truth: You Suffer from Agent Apathy
A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report
Contact Center Staff Meetings
Call Center Management Structure
Does your contact center use gamification techniques for training?
Does your contact center have training and monitoring program for your coaches?
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