Strategy & Planning | ICMI.com
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Strategy & Planning


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Crisis Management Advice for Contact Center Leaders

Tragedies like the shooting in Las Vegas and the California fires– which came on the heels of the tremendous destruction caused by the hurricanes in Texas, Florida, Puerto Rico and the Virgin... Read More

ICMI's Response to the Tragedy in Las Vegas

Dear ICMI Community, We were very excited to kick off Customer Service Week (CSW) today, but with the events overnight, we would like to dedicate today’s CSW outreach to a different type... Read More

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 Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

How VRI Has Changed the Face of Healthcare

In the field of healthcare, new technology pushes advancement in terms of care, heightened patient engagement and elevated patient-provider communication. One such technology is video remote interpreting (VRI), which has significantly impacted... Read More

How UPMC Health Plan Reduced New Hire Attrition By 25%

Learn more about UPMC Health Plan, winner of the 2017 ICMI Global Contact Center Award for Best Large Contact Center “UPMC is an exemplary case study in customer-focused service. The summaries of... Read More

Three Tips to Consider When Developing Your Contact Center Omnichannel Strategy

Today, there are a variety of ways to get in contact with a customer, in fact, a GWI study revealed that the average digital consumer owns 3.64 connected devices - meaning three... 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 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



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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
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No, we don’t offer this schedule option
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