ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
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
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
By Erica Strother | Published: April 17, 2014 | Comments
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
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
By Melissa Kovacevic | Published: April 16, 2014 | Comments
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
By Pete Slease | Published: April 16, 2014 | Comments
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
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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