Multichannel Contact Center | ICMI.com
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Multichannel Contact Center


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Three Multichannel Contact Center Metrics that Matter

Average handle time. Service level. First Contact Resolution. Everyone is interested in contact center metrics. Well, perhaps not everyone—but metrics are essential to understand how a contact center is functioning and where... Read More

Why Contact Centers Need Desktop Analytics

As customer interactions diversify into omni-channel communications including email, chat, video and social media, communications recording and analytics must do the same. In particular, desktop analytics in contact centers are indispensable for... Read More

#ICMIchat Recap: How to Successfully Implement a New Service Channel

Long gone are the days when customers only sought service through phone and email. For worse or for better, customers are now turning to social, chat, and mobile for help with their... Read More

#ICMIchat Recap: Mastering the Multichannel Forecast

More channels, more tools, and more processes can all lead to a frustrating experience for agents and customers alike. Luckily, it doesn't have to be that way. Customer service may have evolved... Read More

Avoiding the Omnichannel Hype

Omnichannel customer service: Customers have never heard of it but still seem to demand it, and companies are all over the map on whether or how to offer it to them.   When... Read More

#ICMIchat Recap: Omnichannel--Hype or Holy Grail?

Big data, predictive dialers, millennials, journey mapping, and omnichannel are just a few of the buzzwords being widely used in the contact center today. Are they indeed just buzzwords, or are they... Read More

Self-Service: The Next Channel You Can't Ignore

Self-service is a common element of commerce that most of take advantage of on a daily basis – from self-checkout lanes at the grocery store to ATMs to Redbox – it’s become... Read More

Emerging Customer Service Channels and Contact Center Technology

It’s no secret that more and more customers are choosing to bypass the telephone channel to begin a customer service interaction with a brand. It’s a fact of “customer service life” that... Read More

#ICMIchat Recap: Delivering a Consistent Experience Across Channels

With the additional of mobile, video, and social to the customer service mix, omnichannel has become the buzzword for contact center leaders.  The challenge: delivering consistent customer experiences across every interaction and... Read More

The Contact Center of the Future Promises Freedom from "Hold"

It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades,... Read More



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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
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