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Technology


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Implementing New Technology in Your Contact Center

“Begin with the end in mind.”  -Stephen Covey. This is a quote you should aim to remember any time you start searching for, selecting, and implementing new technology. At each stage of... Read More

Healthcare Contact Center Must-Haves for Patient Satisfaction

Business-savvy healthcare leaders recognize that patient satisfaction impacts the financial health of hospitals and health systems. For this reason, hospitals across the U.S. are going to great lengths to ensure that employees... Read More

Contact Center Redundancy: What You Need to Know

Before we get to the actual best practices for contact center redundancy, let's start with a brief historical overview to explain why we need to be talking about redundancy at all. Years... Read More

Two Reasons Why AI Won't Replace Contact Center Agents, And One Reason Why it Might

A major conversational shift around artificial intelligence (AI) occurred in 2017. For the first time, AI was considered leading edge for a wide range of business applications – and no longer “bleeding... Read More

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



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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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