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Coaching a Struggling Team

As a community, we talked a lot about coaching late last year. How does it differ from quality monitoring? Who should be doing it, and how? When is it better to coach... Read More

How Customer Service Must Adapt to the Largest Consumer Segment: Millennials

With ranks of over 76 million, Millennials have now overtaken boomers as the largest group of consumers in the United States. What makes this generation all the more important to consider when... Read More

The Top 3 Lessons I Learned in 2017

Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. First of all, I’m turning forty in... Read More

Life Doesn't Follow a Script. Why Should a Contact Center?

As more and more companies move to nearshore call centers for customer service outsourcing, it’s important to understand how contact centers are responding, and adapting. There are new tools, and constant sources... Read More

How Agent Exposure to Customer Data is Putting Contact Centers at Risk

Even in today’s digital age – with self-service technologies, powered by artificial intelligence (AI) and automated chatbots—enterprise contact centers with live agents and customer service representatives (CSRs) continue to play a vital... Read More

Coaching as Critical Reinforcement to Self-Directed Learning

Contact center coaching is usually focused on improving performance but is often too directive; coaches are typically promoted from within and know how to do the job themselves, but haven't had any... Read More

How to Make the Case for an Investment in New WFM Technology

Contact center technology has continuously evolved over the last 20 years and can do more now than most people could have imagined. It's now well past the “call center stage” when the... Read More

How Wells Fargo Leverages Technology to Deliver A+ Service

Learn More About Wells Fargo Treasury Management Client Delivery, Winner of the 2017 ICMI Global Contact Center Award for Best Use of Technology “Solid planning, project management, quality assurance, and release processes... Read More

The Omnichannel CRM Game

The Omnichannel CRM Game Working for a company that has integrated with a diverse range of CRMs (including custom ones) for several years, I’d like to share a bit of weary trade... Read More

Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More



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QuickPoll

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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