ICMI's Top 50 Contact Center Thought Leaders on Twitter
By Erica Strother Marois
Published: August 06, 2014
No matter how small or large a company’s contact center ecosystem, it relies on the human factor to succeed. On a global scale, the stakes are sometimes even higher.
In this digital... Read More
By Kyle Antcliff | Published: July 16, 2015 | Comments
This year we launched the ICMI.com Monthly Top 5 series. It's our way of keeping you up to speed on some of the most buzzworthy topics in the contact center industry.
We're... Read More
By Justin Robbins, Erica Strother Marois | Published: April 07, 2015 | Comments
Imagine the chaos during peak times for customer service: florists on Valentine’s Day, retailers during the holidays, tax planners around April 15th and the application period for online schooling. One of the... Read More
By Liz Osborn | Published: April 06, 2015 | Comments
Contact centers come in all shapes and sizes. I’d like to focus on the small contact center. Let’s first define “small” in the context of contact centers for the purpose of our... Read More
By JaNae Forshee | Published: March 31, 2015 | Comments
In part one of this article series we established how each team within the workforce management practice affects the outcomes and success metrics of the call center. Last week in part two,... Read More
By Robert Archambault, Jeffrey Rogerson, Justin Marty | Published: March 26, 2015 | Comments
Managing a small contact center comes with its own set of unique challenges and opportunities--especially when it comes to forecasting, scheduling and staffing. That's why we devoted an entire #ICMIchat this week... Read More
By Erica Strother Marois | Published: March 26, 2015 | Comments
Kicker: Small contact centers face big challenges. Here are ways you can meet them successfully.
Small contact centers—those with fewer than 50 agents (and, yes, they can get much smaller, e.g., there... Read More
By Brad Cleveland | Published: March 25, 2015 | Comments (1)
Customers want choice and convenience. They want the companies that they deal with to be where they are, when they need them. Yet, we are not there. According to Dimension Data while... Read More
By Dougie Cameron | Published: March 24, 2015 | Comments
Attrition is one of the biggest challenges contact centers face. Can you relate?
In this video I share two of the main causes at the root of attrition and offer up some... Read More
By Jim Rembach | Published: March 24, 2015 | Comments
For established organizations ranging from start-up to small and medium-sized businesses (SMB) in need of a solution to promote a customer-centric environment, we spotlight inContact’s Discover WFO suite. Discover is a fully... Read More
By Gerald Sinclair | Published: March 23, 2015 | Comments
The Top 3 Tips to Becoming a Profit Center
What's In Your WFO? Workforce Optimization for Today’s Contact Center
Acknowledging Concern & Call Control
Call Center QA Job Descriptions
Social Media Best Practice
What is the most valuable capability of your current WFM software?
Do you offer Undertime in your call center?
Do you forecast agent shrinkage (measurement of time lost to things like breaks, vacation, training, lunch, holidays)?
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