Strategy & Planning | ICMI.com
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Strategy & Planning


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What's the State of Work-at-Home Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of... Read More

A Better Way to Measure Your Contact Center Success

Join Bob at Contact Center Expo & Conference, where he'll deliver a session to help you re-evaluate your contact center metrics and drive success. No matter your role in the contact center,... Read More

How to Develop a Customer Service Vision

I know what you may be thinking.  Yet another meaningless corporate rah-rah statement for me to forget about in a week!?  I’m with you.  Two years ago, I would have been in... Read More

#ICMIchat Insight: How 3 Trends Will Shape the Contact Center this Year

Brad Cleveland recently predicted 3 trends that will shape the contact center industry this year. (You can read the article here) During #ICMIchat this week we discussed those trends! View the presentation... Read More

Call Centers on the Privacy Frontlines

The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day. However, the world... 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

3 Trends Shaping a New Year

Meet Brad this May at ICMI's Contact Center Expo & Conference. Register by January 31st to save $400 off any pass. Baseball legend Yogi Berra once quipped, “It's tough to make predictions,... Read More

Customer Service Resolutions

New year, new you? 'Tis the season for resolutions, planning, and dreaming. In that spirit our #ICMIchat community shared their customer service goals for the new year. Click through this presentation to... Read More

What's on Your Contact Center's Radar for 2017?

This week's #ICMIchat was all about year-end planning. We discussed hiring strategies for 2017, new service channel implementation, emerging trends, and more. Click through the presentation to find out what leading contact... Read More

The Biggest Contact Center Trends of 2016

Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community... Read More



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