Mobile | ICMI.com
Empowering contact center excellence for 30 years!

Mobile


Topic Content

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

ICMI Monthly Top 5: November 2015

It's hard to believe that 2015 is already coming to an end! What an amazing year it's been for ICMI and the contact center community as a whole. November was a particularly... Read More

8 Reasons Why Contact Centers Should Offer Texting

The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact,... Read More

Texting Your Way to Success in the Contact Center

Is your organization feeling the millennial push? If you are tracking feedback from your millennial customers then you have likely noticed that this cohort isn’t satisfied with the status quo of customer... Read More

ICMI.com Monthly Top 5: June 2015

Summer is in full swing, but things haven't slowed down here at ICMI.  June was another busy month filled with new research, webinars, interviews, and articles. Whether you're looking to expand on... Read More



View More Content  
QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls