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How to Apply Traditional Contact Center Metrics to Social Media

Want to learn more about the challenges of applying traditional contact center metrics to online channels? Join Al Hopper, Justin Robbins, Neal Topf, Jeremy Watkin, and Jeff Toister for an interactive and... Read More

The Most Important Social Customer Service KPIs

Is there any acronym in business more contentious than KPI? Especially in social customer service, key performance indicators are like a double­-edged sword. One school of thought is that contact centers and... Read More

Contact Center 2020: Are You Prepared?

Fast forward to the year 2020. What will be the state of your contact center? Will it use cutting-edge technology to increase customer engagement? Or will it be stuck in the past?... Read More

What We Can Learn About Customer Service Writing from the Hair in the Starbucks Oatmeal

This post originally appeared on the E-WRITE blog. On October 19, while on a work trip to Las Vegas, I found a long, straight hair in my Starbucks oatmeal. I wasn't happy.... Read More

Nominate Your Favorite Thought Leader for ICMI's Top 50 List

November is a season to reflect and give thanks, and we want to give thanks to all the thought leaders in our contact center community. Last year ICMI released a list of... Read More

I Want You to Want Me

If you allow customers to post on your social media platforms, then check those platforms daily. The whole point of social media is a conversation and a conversation takes at least two... Read More

Social Media Best Practices for Customer Support

Has your company received the memo that more customers are turning to social media to address their customer service issues? If you are still treating your social media presence as an afterthought,... Read More

#ICMIchat Live: New Contact Center Metrics

Every Tuesday members of our community gather for a live one hour chat on Twitter.  We cover a variety of topics impacting contact center and customer experience leaders.  It's a fast-paced and... Read More

What's in a name? The FCR Challenge

One of the most popular call center metrics for measuring success is First Call Resolution (FCR). Pretty simple concept: your agent resolves your customer’s concern during the first call the Customer made... Read More

#ICMIchat Recap: Is it Ever Okay to Put Service on Autopilot?

Earlier this week I shared a post about the Spirit Airlines approach to automated social customer service.  On Tuesday we took a deeper dive and devoted an hour to discussing automation during... Read More

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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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