Strategy & Planning | ICMI.com
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Strategy & Planning


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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

Best Practices for Evaluating Contact Center Performance

An important cornerstone of business is the ability to consistently evaluate overall direction and performance to determine areas for improvement and overall growth. To this end, profitable contact centers often establish metrics... Read More

6 Simple Rules for Optimizing Your Contact Center

Contact Center Expo & Conference is just one month away, and we want to help you connect with your peers, get inspired, and optimize your contact center. Over the last two weeks,... Read More

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



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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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