ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
Every once in awhile, someone is going to say no to you. No to the sale, no to the job, no to something. You can walk away and do nothing, feeling dejected... Read More
By Dayna Steele | Published: April 25, 2014 | Comments
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
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)
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
We’ve all seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive... Read More
By Jim Tincher | Published: April 21, 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
Each day, you are inundated with over 200,000 messages – from texts and emails to ads and other marketing messages. Only 40 to 50 of those messages actually make it into your... Read More
By Dayna Steele | Published: April 18, 2014 | Comments
What’s NEXT for Social Care? Harnessing the Power of the Social Enterprise
Date: May 15, 2014Time: 1 PM Eastern Time
To Interpret or Not to Interpret: Is There Even A Question?
Gartner Predicts 2014: Customer Support and the Engaged Enterprise
The Growing Need for Multilanguage Customer Support 2014 Research Report & 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
Do you currently offer live agent mobile support?
Do you believe customers want SMS support?
If you are unable to get an inquiry answered or issue resolved in a timely manner via social media, what is your next point of contact with a company?
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