ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
In my 18 year career of managing the training function in contact centers, I have collected lots and lots of data on the training I managed, but have often struggled with what... Read More
By Elaine Carr | Published: April 27, 2017 | Comments
An important cornerstone of business is the ability to consistently evaluate overall direction and performance to determine areas for improvement and overall growth. To this end, profitable contact centers often establish metrics... Read More
By Mckay Bird | Published: April 26, 2017 | Comments
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
By Heather D. Blease | Published: April 24, 2017 | Comments
Contact centers are losing much more money than they think from employee turnover - a helpful benchmark of employee engagement. It’s hard to imagine that attrition, already widely recognized as the bane... Read More
By Ron Davis | Published: April 12, 2017 | Comments
Welcome to the ICMI Tuesday Training Tip series!
Each week we'll bring you a quick tip to help you optimize your contact center.
To kick things off, we're focusing on calibration. Do... Read More
By Justin Robbins | Published: April 11, 2017 | Comments
There are moments in one’s career that are defining. For me, it was when Capital One announced the closure of our site in late July 2015. The decision to close the site... Read More
By Ruth McCullen | Published: April 10, 2017 | Comments
Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than to retain... Read More
By Lauren Comer | Published: April 06, 2017 | Comments
The incentive plan was simple.
Contact center agents who earned a 95 percent customer satisfaction score on post-call surveys got a $100 bonus at the end of the month. It was designed... Read More
By Jeff Toister | Published: April 04, 2017 | Comments
According to ICMI research, employee engagement is both a top priority and a top challenge for contact center leaders. In an industry with high stress and even higher turnover, keeping agents happy,... Read More
By Erica Strother Marois | Published: March 31, 2017 | Comments
We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a... Read More
By Chris Bauserman | Published: March 27, 2017 | Comments
Big Data: Too Big? Too Much? What's REALLY Needed in the Contact Center?
Best Practices Guide to Creating A More Effective Customer Survey Program
A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide
% of Revenue Question
By Brad Cleveland
Ratio of "IT Guys" to desktops or agents
Contact Center Accessibility
At what interval do you measure forecast accuracy?
Do you forecast agent shrinkage (measurement of time lost to things like breaks, vacation, training, lunch, holidays)?
Does agent satisfaction directly correlate with customer satisfaction?
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