ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
It’s hard to believe, but 2013 is rapidly drawing to a close. As we look back and plan ahead, we’re devoting this month to wrapping up the year, answering the important questions... Read More
By Erica Strother | Published: December 10, 2013 | Comments
2013 has been an action packed year for our industry, and an exciting year at ICMI! One of the highlights was our innaugural awards dinner to celebrate ICMI's Global Contact Center Awards.... Read More
By Erica Strother | Published: December 09, 2013 | Comments
I’m about to combine three topics that aren’t usually talked about at the same time: contact centers, green building and acoustics.
That said, it’s worth doing so. The acoustical design of contact... Read More
By Niklas Moeller | Published: December 05, 2013 | Comments
This May Wells Fargo took home the award for Best Large Contact Center at our Global Contact Center Awards dinner in Seattle.
These prestigious awards are part of the most comprehensive awards... Read More
By Erica Strother | Published: December 02, 2013 | Comments
This article was originally published on the Golden Gate BPO Solutions blog.
Although my wife and I have been in the car-buying market before, this time is different. The car is not... Read More
By Stephen Ferber | Published: November 19, 2013 | Comments
The demands of serving customers in real time and meeting performance targets make contact centers one of the most challenging environments in which to work. Add a problem such as poor acoustics... Read More
By Niklas Moeller | Published: November 07, 2013 | Comments
In an effort to slash costs of providing customer support, in the past several years many companies decided to offshore their customer service organizations. They found fertile ground in countries such as... Read More
By Kay Phelps | Published: October 16, 2013 | Comments
Note from the editor: This is the first of a series of three articles that comes as a result of Dr. Thomas Morrow's research for two key articles on the use of... Read More
By Dr. Thomas Morrow | Published: October 03, 2013 | Comments
Call Center Demo is quickly approaching, and we can't wait to see you all in Atlanta.
Over the past few weeks, we've introduced you to several of our event speakers. Now, we... Read More
By Erica Strother | Published: October 01, 2013 | Comments
“Small is the new big only when the person running the small thinks big.” – Seth Godin
Throughout my career I’ve been involved with contact centers of all sizes. I’ve managed start-ups... Read More
By Sarah Stealey Reed | Published: August 22, 2013 | Comments
Agent Productivity & Efficiency in the Multichannel Contact Center
Multichannel Challenges for the Enterprise Contact Center: Bigger Doesn’t Mean Easier
Big Data? Better Data! The Value of Data in Today's Contact Center
A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report
Work From Home & Technical Interruptions?
By Teresa Smith
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Planning for disruption?
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Does your contact center experience seasonal peak times?
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