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2017 Trend to Watch: The Shifting Mix of Service Channels

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

ICMI's Top 50 Thought Leaders to Follow on Twitter: 2016 Edition

During this season of celebration and reflection, we’d like to pause and give thanks for the shining lights in the contact center industry.  We’re incredibly grateful for the thought leaders who help... Read More

Achieving CX Success on Social Media

At some point, you've had a Social Media interaction with a brand that could have ended better. We all have. Companies have gotten hip that Social Media is where their customers are.... Read More

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

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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