Strategy & Planning | ICMI.com
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Strategy & Planning


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Tips for Overcoming Common Back Office Challenges

The front office and back office in the contact center world are a lot like the concept of yin and yang. Described as seemingly opposite or contrary forces, they may be complementary,... Read More

Implementing New Technology in Your Contact Center

“Begin with the end in mind.”  -Stephen Covey. This is a quote you should aim to remember any time you start searching for, selecting, and implementing new technology. At each stage of... Read More

Healthcare Contact Center Must-Haves for Patient Satisfaction

Business-savvy healthcare leaders recognize that patient satisfaction impacts the financial health of hospitals and health systems. For this reason, hospitals across the U.S. are going to great lengths to ensure that employees... Read More

15 Ways to Strengthen Your Contact Center

A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had... Read More

Contact Center Redundancy: What You Need to Know

Before we get to the actual best practices for contact center redundancy, let's start with a brief historical overview to explain why we need to be talking about redundancy at all. Years... Read More

What Are Your Dragons? Learn How to Tackle the Difficult Things

Nobody dared go near the tower. A fearsome dragon sat on its top. Until one day a knight rode up. “Do you need help to get down?” “Please.”        -from Twitter, @MicroSF,... Read More

Three Recruiting and Hiring Resolutions for the New Year

Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact... Read More

How to Set Better Goals for Your Customer Service Team

Happy 2018, folks!  Ready or not, the new year is here.  And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

Must Reads for New Contact Center Leaders

I’m actually a little embarrassed to admit that as a contact center leader at a small SAAS start up, I “got by” for a long time on common sense. I remember times... 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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