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Site Operations


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When Disasters Strike: Best Practices for Planning and Recovery

Over the last few weeks, we’ve witnessed devastating disasters including dangerous wildfires, earthquakes, and hurricanes Harvey and Irma. Many of our community members live in the areas impacted, and several of our... Read More

Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More

The Ins and Outs of HIPAA and PCI DSS Compliance

You cannot work in a customer service department or contact center in the healthcare industry without being aware of the laundry list of legal restrictions. With all the restrictions that agents must... Read More

The Secrets of Award-Winning Outsourced Service

An Interview with the 2017 ICMI Global Contact Center Awards Winner for Best Outsourcing Provider “Callzilla demonstrates a clear focus on caller and customer satisfaction. Excellent presentation on methodology for KPI and... Read More

Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

6 Steps to Build Better Workforce Management

How to improve the relationship between WFM and operations Good working relationships are important across all lines of business in order to have a better chance of success. In call centers, one... Read More

It Ain't Easy Being a Contact Center

Whether you’ve been working in the contact center for a few days or many years, you know that it isn’t easy to consistently deliver exceptional customer service experiences. To get great service... Read More

How Contact Centers Benefit Other Departments

Contact centers have enormous potential to provide other business units with valuable insight and support. This can include input on customers, products, services and processes—information that, when captured and used, can transform... Read More

Call it a sixth sense. Customers are savvy about security.

First, a story: It’s a typical Sunday afternoon, and Jane is headed to the grocery store to pick up a few items for the week. She completes her shopping and heads to... Read More

The Human Risk of Your Contact Center

Chances are you can reel off the top of your head examples of subpar experiences you’ve had with some of the world’s most recognizable brands. The most egregious of these customer service... Read More



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QuickPoll

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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