Multichannel Contact Center | ICMI.com
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Multichannel Contact Center


Topic Content

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

7 Reasons to Add New Service Channels in 2018

It's budget time. Are you planning to add new service channels to the mix in 2018? Life in the contact center is only growing more complex, and customer expectations are on the... Read More

The Omnichannel Approach

Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More

Expert Insight on Implementing New Service Channels

New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in... 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

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



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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
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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