ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
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
By Sachin Kothari | Published: January 17, 2017 | Comments
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
By Writings by ICMI Top 50 Thought Leaders | Published: January 11, 2017 | Comments
We’ve come a long way since the days of basic CTI, when businesses had to settle for telephony only and integration projects were complex and expensive. For years we had to use... Read More
By Anthony Uliano | Published: December 20, 2016 | Comments
The holidays often signal an influx in tech support queries for B2C companies—after all, what good is the new, flashy must-have tech gadget if it doesn’t work? An organization unprepared for this... Read More
By Donald Hasson | Published: December 15, 2016 | Comments
With the launch of Oculus Rift, HTC and now PlayStation VR, the future of fully immersive entertainment experiences has arrived. Now, you can climb to the summit of Everest, dive to the... Read More
By Ashley Unitt | Published: December 14, 2016 | Comments
Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community... Read More
By Erica Strother Marois | Published: December 08, 2016 | Comments
Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More
By Verena Wissel | Published: December 06, 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
The contact center industry is beset with many challenges in 2017, and the focus on customer service and compliance remains a key differentiation point. The ability to amass, manipulate and evaluate large... Read More
By Markus Goebel | Published: November 15, 2016 | Comments
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How Devices are Changing the Contact Center
Recap: #CustServ Pet Peeves
6/28: Bridging the Workplace Generational Gap
Do you believe live chat can increase efficiency in the contact center?
As a general rule, do your agents support more than one customer service channel?
When implementing new technology, what’s your contact center’s biggest challenge?
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