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30th Anniversary Special Edition Content

How Contact Center Managers Can Win Well

Managing a contact center isn't easy. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives, and expected to do more with less. You know culture and morale are important,... Read More

Is Training the Answer?

As a Training Manager in a contact center, I was always of mixed emotions when a manager or director came to me saying “I need training for my group.” I loved that... Read More

Personalized Service at UPMC Health Plan

“I spoke to Kierra. She was so nice and this is the best I've ever been treated with a health care company. This is the second time I called and got great... Read More

Seven Effective Practices for Preventing Customer Rage

“What we’ve got here is a failure to communicate”. That quote is a reference to the 1967 movie Cool Hand Luke, and it's also my assessment after rereading the findings of our Consumer Study... Read More

How to Build Call Scoring Evaluation Forms

We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a... Read More

How to Collect and Respond to VOC Data

Data, data, data. There's no shortage of reporting in the contact center, but what's the best way to use all that information? What's the best way to collect customer feedback, how do... Read More

To Team or Not to Team? That is the Question

Christine received her bachelor’s degree in May and was fortunate to land her first job within 45 days of graduating.  She was excited to begin the next phase of her life.  After... Read More

What's the State of Work-at-Home Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of... Read More

5 Practical Actions to Improve Customer Satisfaction

More and more companies are surveying their customers following interactions, asking them to rate their experiences. The survey they use may be Customer Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort Score,... Read More

What Do Customers Really Think About Long Wait Times?

How do our customers really feel about wait time in a phone queue? Do they really think that you mean it when you say "your call is important to us"? How do... Read More



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