ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
Hiring and Training for Multi-Channel support requires a robust understanding of the skills, knowledge and attributes that lead to successful employee performance and customer experiences in each channel, and overall. Pinpointing the... Read More
By Traci Moxson | Published: April 24, 2014 | Comments (2)
It's hard to believe, but April is quickly drawing to a close. In honor of our month of WFM ICMI hosted one last #ICMIchat on the topic. Our focus for this week:... Read More
By Erica Strother | Published: April 24, 2014 | Comments
Tiffany here reporting from SWPP Annual conference in Nashville, Tennessee - over 400 people are in attendance! This is a new venue for SWPP. It's been held at Opryland Hotel for as... Read More
By Tiffany LaReau | Published: April 23, 2014 | Comments
What's the difference between Workforce Management (WFM) and Workforce Optimization (WFO)? How does WFO benefit the multichannel contact center? What tools are needed to communicate real-time needs to frontline agents?
These are... Read More
By Erica Strother | Published: April 23, 2014 | Comments
Regardless of the type of business, you are always looking for ways to drive performance. It’s like trying to find the shiny object to keep everyone’s attention, while behind the scenes making... Read More
By Christina Cowell, Dan Wolfgram | Published: April 22, 2014 | Comments
The very forces that are making workforce management more difficult are creating an environment in which accurate resource planning is more important than ever.
Ongoing changes in the contact center environment have... Read More
By Brad Cleveland | Published: April 22, 2014 | Comments
The International Customer Management Institute (ICMI) conducted a poll showing that 79% of companies believe customers want SMS/text support.
Text messaging is probably the most exciting new low- tech innovation hitting call... Read More
By Rich Weborg | Published: April 21, 2014 | Comments
SWPP Annual Conference is taking Nashville by storm this week, and our very own Justin Robbins is in the midst of the action.
Couldn't make it out to Music City this year?... Read More
By Erica Strother | Published: April 17, 2014 | Comments
April at ICMI is all about Workforce Optimization (WFO). This week we focused our #ICMIchat on the unique WFM challenges that come with today's multichannel contact center.
Check out the recap below... Read More
According to recent contact center surveys, the average attrition rate is 27% across all size centers. For larger centers, the attrition rate rises to 41%. Regardless of your own level of attrition,... Read More
By Melissa Kovacevic | Published: April 16, 2014 | Comments
Big Data: Too Big? Too Much? What's REALLY Needed in the Contact Center?
The Power of One: Getting the Right People in the Right Place at the Right Time for a Better Customer Experience
By Deb Oxborough
Workforce Management for Small Call Centers?
By Debbie Belardes
Monitoring Shift Set-Up Time for Agents?
By Lois Whitman
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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