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Technology


Topic Content

How Can Businesses See the Person Behind Every Interaction?

You’re a customer service guru. Where others see simple data points like handle time and NPS, you see real people with real problems that need solving. So let’s look at a real... Read More

5 Ways Texting Helps Contact Centers Enhance the Customer Experience

According to Deloitte, 92% of organizations that view customer experience as a differentiator offer multiple contact channels. Although calling will always be one way customers prefer to get issues resolved, things like... Read More

Reducing Customer Effort in the Contact Center

When it comes to pleasant experiences and customer satisfaction, the time and effort put forth by a customer in interacting with your brand play a major role. Voice calls in particular are... Read More

How Booker Helps Moms Have a Better Mother's Day

As a working mother, I know how hard it can be to set aside some “me time.” But what woman doesn’t love being treated to a nice spa treatment or getting pampered?... Read More

5 Ways Contact Centers Can Leverage Data to Deliver White Glove Service

Last week, as I sat at my desk clearing out some old emails, a text message popped up on my phone. Oddly enough, it was from Dom’s Coffee, a coffee shop I... Read More

Using Technology for Easier Employee Onboarding

First, let’s face the elephant in the room—contact centers have a huge turnover rate, which leads to continuous hiring and training of new agents. As many contact center managers are aware, this... Read More

Call Center Predictions for 2017: Data Security and Compliance Will be a Top Priority

2016 was a record-setting year for data breaches in the United States. According to the Identity Theft Resource Center (ITRC), tracked data breaches increased by 40 percent in 2016, as more than... Read More

The Benefits of Messaging in a Contact Center Environment

A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the... Read More

Get Up to Speed on Bots in Customer Service

Preparing to use bots in your customer care organization? Confused about what a bot is and how one works? Is the robot army marching toward us? Maybe? Probably! As customer service professionals,... Read More

Tips for Staying Focused in an Always-On World

Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in 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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