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Success with Real-time Tools for Engaging Your Workforce

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

The Business of Workforce Management

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

Create Better Customer Outcomes Through Journey Mapping

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

I'm Excited to Enable SMS in My Contact Center, But Should it Integrate with Other Channels?

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

I hear you loud and clear, now buckle up

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

#ICMILive: Insight From SWPP Annual Conference

SWPP Annual Conference is taking Nashville by storm this week, and our very own Justin Robbins is in the midst of the action. Couldn't make it out to Music City this year?... Read More

#ICMIchat Recap:Managing Multichannels

April at ICMI is all about Workforce Optimization (WFO). This week we focused our #ICMIchat on the unique WFM challenges that come with today's multichannel contact center. Check out the recap below... 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

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

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



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