ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
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
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
By Dayna Steele | Published: April 11, 2014 | Comments
“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
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
By Robert Archambault | Published: April 09, 2014 | Comments
This post originally appeared on the Bluewolf blog.
Whenever I speak at conferences across the country, I often ask the audience, “What needs to be improved in your contact center?” “Better communication”... Read More
By Bob Furniss | Published: April 08, 2014 | Comments
What triggers your initial interest in WFM? When companies add new contact center sites or when they start adding multichannel services, the first tool they reach for is often a workforce management... Read More
By Christina Cowell | Published: April 08, 2014 | Comments
The WFO Puzzle: Putting the Pieces Together
Date: April 24, 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?
© 2014 UBMAll Rights Reserved