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30th Anniversary Special Edition Content

11 Tips to Reduce Absenteeism and Attrition

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More

When it Comes to Omnichannel, Make Sure the Customer is Always Right

While customer experience leaders repeat the mantra ‘the customer is always right,' do you know who doesn’t agree – customers. Because they don’t always know the best channel to choose. The vast... 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

Four Contact Center Training Trends

Many training conferences happen in the fall, and they are always followed by lots of blog posts reflecting on what people learned. In reading one this morning, the author was blown away... Read More

Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Why Contact Centers Need to Embrace Social Media in 2018

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

Who Are Your Favorite Contact Center Thought Leaders?

It's that time of year again. Thanksgiving is days away, the weather is getting cooler, and we're counting down the days until we ring in a new year. At ICMI, that can... Read More

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel),... Read More

7 Reasons Why Customers Dread Calling Your Company

When was the last time you looked forward to calling customer service? For many customers, having to call a business for help brings on a sense of dread. Why is that? #ICMIchat... Read More



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