ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
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
As a diehard men’s college basketball fan, the four-week period between “Selection Sunday” until a national champion is crowned, commonly referred to as March Madness, is one of the most intense and... Read More
By Pete Slease | Published: April 16, 2014 | Comments
In most organizations, labor accounts for 70-80% of the operating expense in the contact center. Historically, “Workforce Management” has been the mechanism that drives staffing decisions to attain service level goals while... Read More
By Scott Sachs | Published: April 15, 2014 | Comments
The times, they are a changin’. And the more things change, the more they stay the same. Even as newer forms of communication rise in popularity among consumers, the intent for brands... Read More
By Ann Ruckstuhl | Published: April 15, 2014 | Comments
Experts estimate that nearly 70% of organizations are either currently, or are expressing interest in, using Cloud-based hosted solutions. There are enormous proven benefits of Cloud solutions (also known as software as... Read More
By Bob Webb | Published: April 14, 2014 | Comments (1)
“Failure is not an option – it comes bundled with the software.” - Unknown
Before joining the ICMI team, I worked in small, medium, and large contact centers. I’ve enjoyed the fruits... Read More
By Justin Robbins | Published: April 11, 2014 | Comments
Today’s customer service organizations are evolving and their supporting technologies are advancing faster than ever. As customer expectations reach new heights, companies are under pressure to adopt new strategies to remain competitive.... Read More
By Paul Sewell | Published: April 10, 2014 | Comments
April at ICMI is all about Workforce Optimization (WFO). In keeping with the theme, the topic of our latest #ICMIchat was "Forecasting for the Future."
Todd Hixson hosted the hour-long, action-packed chat... Read More
By Erica Strother | Published: April 10, 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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