ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
2013 has been an action packed year for our industry, and an exciting year at ICMI! One of the highlights was our innaugural awards dinner to celebrate ICMI's Global Contact Center Awards.... Read More
By Erica Strother | Published: December 09, 2013 | Comments
This post originally appeared on Chip Bell's blog.
It is the winter holidays!! You get constant reminders of the number of shopping days left and the really big deal bargains you are... Read More
By Chip Bell | Published: December 09, 2013 | Comments
Whether you are a solopreneur or the manager of a worldwide customer service call center, make sure you are prepared for holiday customer service. These submitted tips from the call center gurus... Read More
By Dayna Steele | Published: December 06, 2013 | Comments
I’m about to combine three topics that aren’t usually talked about at the same time: contact centers, green building and acoustics.
That said, it’s worth doing so. The acoustical design of contact... Read More
By Niklas Moeller | Published: December 05, 2013 | Comments
Have you ever left the office with your head in a spin after a day of heavy fire fighting but without any feeling of real accomplishment?
Are you busy all the time... Read More
By Carolyn Blunt | Published: December 04, 2013 | Comments
This post originally appeared on the
Dialogue Marketing blog
Big data is made up of both structured and unstructured data. Structured data refers to information with a high degree of organization... Read More
By Lauren Ziskie | Published: December 03, 2013 | Comments
Note from the editor: This post originally appeared on Chip Bell's blog. With the holidays now in full swing, we figured this was a timely post! How will you express gratitude to... Read More
By Chip Bell | Published: December 02, 2013 | Comments
This May Wells Fargo took home the award for Best Large Contact Center at our Global Contact Center Awards dinner in Seattle.
These prestigious awards are part of the most comprehensive awards... Read More
By Erica Strother | Published: December 02, 2013 | Comments
“One reason people change jobs is because they never feel welcome or part of the organization they join.”*
It should be an easy task.
Create a job description, post said description in... Read More
By Justin Robbins | Published: November 27, 2013 | Comments
We’ve spent quite a bit of time this month looking ahead and discussing what’s next for the contact center of 2014. In keeping with the theme, last week we hosted a webinar... Read More
By Erica Strother | Published: November 27, 2013 | Comments
Building the Right Customer Experience Team
Date: December 12, 2013Time: 1 PM Eastern Time
Effectively Managing Customer Relationships
Overcoming Productivity & Efficiency Challenges in the Multichannel Contact Center
A WOW CUSTOMER JOURNEY! Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide
Threshold goal for queue or agent?
By Janelle Hockenbrocht
Tips for training tenured agents?
By Cindy Smith
Supervisor team change?
By Sharon Rohrbach
What is the single most important metric for your contact center?
Do you have plans to use journey maps in your customer service efforts in 2014?
Do you use data to empower contact center managers with real-time key performance metrics?
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