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5 Tips for Adding a New Service Channel

I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our... Read More

5 Ways Texting Helps Contact Centers Enhance the Customer Experience

According to Deloitte, 92% of organizations that view customer experience as a differentiator offer multiple contact channels. Although calling will always be one way customers prefer to get issues resolved, things like... Read More

The Benefits of Messaging in a Contact Center Environment

A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the... Read More

2017 Trend to Watch: The Shifting Mix of Service Channels

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

The Future of Customer Service: Mobile-First, Mobility and More

While the world continues to rotate, technology too evolves as the future of customer service and contact center technology reaches new heights every day. A study has shown that 92 percent of... Read More

Why You Need to Rediscover SMS for Customer Support

The concept of customer service revolves around the idea of providing timely solutions for customers in a way that’s convenient to them. In that case, you shouldn’t miss SMS - this current... Read More

Developing Content for Your Knowledge Base: Key Points

Knowledge bases are becoming very popular, both as internal tools for employees and as external tools for customers. But creating a knowledge base requires more than just purchasing the right piece of... Read More

How to Write Automated Texts That Sound Human

If your customers have opted-in to receive texts from your company, they probably realize that some of your texts are going to be automated. They understand that sometimes texts from your company... Read More

Why Texting Needs to be a Part of Your Workforce Optimization Strategy

The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding... Read More

How Knowledgebase Search Can Win You Millennial Customers

The future of online customer experience is self-service and optimizing your knowledge base search is vital to securing the loyalty of the emerging economic buying power — Millennials. According to Ad Age,... Read More



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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
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