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Can I Just Dial Zero to Speak to a Representative Now?

Customer service should be easy, right? The customer has a question or issue, the customer service representative knows or can quickly find the answer, and everyone ends up satisfied. It seems simple,... Read More

#CCExpo14 Thought Leadership Panel: Online Chat

Why haven't contact centers been faster in adopting chat customer support? In this thought leadership panel from Contact Center Expo and Conference, our expert panelists share their take on chat adoption rates,... Read More

Offer the customer free ice cream

What will you do today to make a customer smile and WANT to do business with you? If you want to convince the customer you have something great, give them something great... Read More

High Value Talent Analytics Projects: Fishing or Solving Business Problems

Over the years, our firm has had many discussions with employers on the eve of a new talent analytics project. Often, it is the firm’s first deep-dive look at employee data. Sometimes... Read More

When Metrics Conflict with Your Center's Vision and Agent Morale

Your contact center agents’ most important job is to deliver an outstanding customer experience with every interaction. But today’s agents have more than just this to think about. They have to know... Read More

Technology in 10: All About Contact Center Metrics

This month at ICMI has been all about metrics!  Metrics that matter most to the contact center. We've devoted tweet chats, interviews, articles, and newsletter features to the topic.  To keep the... Read More

Why Oh Why Are Metrics Such a Daunting Task?

We measure: Service (ASA, Abandon Rates, +) Quality (FCR, Skill Levels, +) Efficiency (AHT, ACW, +) Profitability (Cost per Call, Conversion Rates, +) Employee (Turnover, Satisfaction, +) Customer Satisfaction (Surveys, Focus Groups,... Read More

Do Best Practices Hurt Service Quality?

It’s hard to get new results if you always do things the same way. My pre-conference workshop at the Contact Center Demo & Conference in November will reveal Seven New Secrets to... Read More

Benchmarks and Standards Cannot Replace Sound Decisions

Are you establishing strategic and operational objectives for your contact center? Step out in front of the crowd! Contact center directors and managers desperately want good information. They want to know where... Read More

Successfully Measuring Social Customer Service Performance

In order to grasp the full impact and ROI of social customer service, companies need to measure it in a way that enables comparison with—and benchmarking alongside—more traditional customer care channels, such... Read More



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