New Year's Resolutions for the Contact Center Industry
Empowering contact center excellence for 30 years!

New Year's Resolutions for the Contact Center Industry

As 2010 draws to a close, we at ICMI have already been long at work planning for 2011!

In 2011, ICMI resolves to keep pushing the envelope on making the call center better -- a better place to work, a better conduit between customers and your business, a better-performing machine and a better-recognized and lauded partner in any organization.

We want to continue our work to elevate the contact center in the eyes of the customer, employees, and executives and management teams. To do that, we continue to expand our virtual live and on-demand classrooms, making it easier for you and your teams to learn more when the timing's right for you and without leaving your desks. We're also adding more ways for you to network with your peers and see new technologies -- in addition to ACCE, Training Symposiums and the Executive Summit, we're bringing back our very popular Call Center Demo. The consultants at ICMI continue to offer new ways for you to get what you need fast, such as WFM Advisor, Quality Advisor and our new Customer Management Operations Standards certification program.

Now, tell me what YOU'RE going to do in the New Year to make your contact center better?

Topics: Strategy & Planning, Customer Experience, People Management, Metrics, Learning & Development, Site Operations, Workforce Management, Culture & Morale


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Rose Polchin — 4:36AM on Dec 17, 2011

2011 is now already coming to a close? What are your resolutions for 2012!? How are they different from what they were this year?


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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