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Strategy & Planning


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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

10 Things Senior Level Managers Must Know About Contact Centers

Back by popular demand! It’s budget time ... does your leadership team understand your contact center? If you’re like many across the contact center profession, you’re about to enter the budgeting cycle... Read More

Speaking the Language of Customer Experience Value

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a customer service job with essentially one objective: make everyone around me happy, and make customers happy... Read More

Using AIM to Tell Better Stories and Move the Needle

Can you relate to this scenario? The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a... 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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