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ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

Why Contact Centers Need to Embrace Social Media in 2018

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

Who Are Your Favorite Contact Center Thought Leaders?

It's that time of year again. Thanksgiving is days away, the weather is getting cooler, and we're counting down the days until we ring in a new year. At ICMI, that can... Read More

6 Examples of Wow-Worthy Social Media Customer Service

This week Dan Gingiss, author of Winning at Social Customer Care, joined us for a special #ICMIchat. We talked about what it takes to deliver outstanding social media customer service, and we... Read More

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

The Worth of Words: Why You Shouldn't Neglect Online Reviews

The ability of customers to express their opinion about a business online has had a huge impact on reputation marketing.  In fact, 84% of customers trust reviews as much as personal recommendations.... Read More

Are You Ready to Win at Social Customer Care?

Now that we’re more than halfway through 2017, how are you feeling about your career progress? Is your contact center moving in the right direction? Are you working towards supporting customers in... Read More

How to Use Social Media to Educate, Inform, and Empower Customers

An Interview with the 2017 ICMI Global Contact Center Award Winner for Best Social Media Customer Care “The idea of empowering agents to use live video chat to assist customers is positively... Read More

7 Deadly Sins of Social Customer Service

Social media is redefining the profile of what it means to be a high-value, high-risk customer. What was once a conversation between your rep, your customer, and the your monitoring systems is... Read More

5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact Center

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues),... 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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