ICMI's Top 50 Thought Leaders of 2015
By The Editors
Published: December 08, 2015
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
When we think of “secure measures,” the concern that often comes to mind first is the gatekeeping mechanisms which naturally take more time to complete. While everyone wants tight security protocols, especially... Read More
By Art Coombs | Published: November 08, 2016 | Comments
As we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology... Read More
By Erica Strother Marois | Published: November 04, 2016 | Comments
Before the recent tech growth of the last decade and the rise of cloud-based SaaS solutions for contact centers, most functions of every department were highly manual processes. The quality management... Read More
By Patrick Russell | Published: October 19, 2016 | Comments
The impact of the global financial crisis of 2008 continues to reverberate in Europe, the United States and worldwide. International financial institutions are faced with stringent regulations and often struggle to comply... Read More
By Patrick Salg | Published: October 11, 2016 | Comments
In the near future, the person we turn to for help fixing our computer or how to assemble our IKEA furniture may not be a person at all.
It may be a... Read More
By Holger Reisinger | Published: October 03, 2016 | Comments
As a contact center manager, there is no shortage of KPIs and metrics that you need to always be on top of and managing. The process starts with compiling, processing, and converting... Read More
By Patrick Russell | Published: September 12, 2016 | Comments
Improve Your Agent’s Performance in 983 Simple Steps
Best Practices Guide to Creating A More Effective Customer Survey Program
A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation Report
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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