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The Biggest Contact Center Trends of 2016

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

The Omnichannel Approach

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

The Future of Customer Service: Mobile-First, Mobility and More

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

You, Machines, and the Future of Customer Service

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

The Expansion of Speech Analytics in Contact Centers

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

How to Make Customer Interactions More Efficient and Secure in 2017

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

How is The Internet of Things Impacting the Contact Center?

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

Speech Analytics: Here Comes the Sun

Yesterday 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

Compliance with Dodd Frank and MiFID II

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

Will Avatars Take Over in Virtual Reality Customer Service?

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



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QuickPoll

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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