ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization?
The need for organizations to improve... Read More
By Brad Cleveland | Published: November 29, 2016 | Comments
While the world continues to rotate, technology too evolves as the future of customer service and contact center technology reaches new heights every day. A study has shown that 92 percent of... Read More
By Terrel Bird | Published: November 22, 2016 | Comments
As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it.
While phone has been the predominant... Read More
By Jeremy Watkin | Published: November 16, 2016 | Comments
As we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology... Read More
By Erica Strother Marois | Published: November 04, 2016 | Comments
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
By Brad Cleveland | Published: November 03, 2016 | Comments
The Holidays Are Right Around the Corner – Retail Call Center Leaders, Are You Ready?
The holiday season is drawing near. Are you ready? Ready with a strategy to maximize your revenue... Read More
By Greg Hanover | Published: October 21, 2016 | Comments
The impact of the global financial crisis of 2008 continues to reverberate in Europe, the United States and worldwide. International financial institutions are faced with stringent regulations and often struggle to comply... Read More
By Patrick Salg | Published: October 11, 2016 | Comments
For many professions defining success is black or white. In professional sports, success is winning games. In sales, success is converting prospects into clients. In contact centers it can be significantly more... Read More
By Patrick Russell | Published: September 21, 2016 | Comments
Join Bob at Contact Center Demo & 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
By Bob Furniss | Published: September 20, 2016 | Comments
Mary Shelley once said, "Nothing is so painful to the human mind as a great and sudden change.” There's no question, change is challenging, but it's also inevitable. In the contact center,... Read More
By Erica Strother Marois | Published: September 14, 2016 | Comments
The Top 3 Tips to Becoming a Profit Center
Best Practices Guide to Creating A More Effective Customer Survey Program
Smarter Service for the Connected Consumer: Delivering Customer Experience Excellence in the Contact Center
Does your contact center have remote agents?
Is customer engagement/loyalty an important priority in your organization?
Does your contact center have a customer experience program?
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