ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
Imagine your company is looking for the right vendor for a significant IT systems upgrade. Can it shop for equipment and services in the same way someone shops for shoes online or... Read More
By Dave Nelson | Published: December 12, 2013 | Comments
The integration of social media into the contact center can be frightening. With customers now very much in control of how a brand is portrayed online, demand is growing and the importance... Read More
By Cassie Bendall | Published: December 11, 2013 | Comments
It’s hard to believe, but 2013 is rapidly drawing to a close. As we look back and plan ahead, we’re devoting this month to wrapping up the year, answering the important questions... Read More
By Erica Strother | Published: December 10, 2013 | Comments
Earlier this year, we discussed the new social agent. As we head into 2014, it’s a good time to reflect upon social agents within the context of the multi-channel contact center.
No... Read More
By Matt McConnell | Published: December 10, 2013 | Comments
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
Building the Right Customer Experience Team
Better Data Drives Agent Productivity & Efficiency
Big Data? Better Data! The Value of Data in Today's 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
Does your contact center offer live chat customer support?
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?
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