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The Value of Integrated Coaching in the Contact Center

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

Great Coaches Help Prevent Attrition

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

Workforce Management to Workforce Optimization

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

Properly Managing a Multichannel Environment is Key to Customer Satisfaction

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

Exploring the Advantages of Cloud Versus Premise Based Workforce Management Solutions

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

KISS Me and Keep it Simple

It is not always the smartest person or the most talented that becomes a rock star; it is the person who has the discipline, the work ethic, and the passion to do... Read More

No Forecasting Software? No Sweat!

“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

Six Key Elements to Optimizing Agents and Operational Efficiency

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

#ICMIchat Recap:Forecasting for the Future

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

Cycle Planning and Forecasting

Creating a Forecasting Governance Model Operating a dynamic and reactive workforce management team requires strong processes and procedures understood by the whole team. A common best practice is to define cycles by... Read More

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