ICMI Has Big Plans for 2014!
By Erica Strother
Published: November 14, 2013
In keeping with our March editorial calendar, ICMI kicked off a discussion on mobile during our tweet chat this Tuesday. The topic: Developing a Mobile Support Strategy.
If you're looking for guidance... Read More
By Erica Strother | Published: March 06, 2014 | Comments
It’s no secret that your customers are completely tied to their mobile devices - the numbers back it up. Mobile engagement is at the forefront of everyone’s mind in the enterprise today,... Read More
By Mike McShea | Published: March 05, 2014 | Comments
March is the month of mobile at ICMI, and we want your opinions on going mobile in the contact center! Do you believe customers want SMS support?
We asked that question in... Read More
By Erica Strother | Published: March 05, 2014 | Comments
In today’s always on, fast paced world, it can be hard to find the time to fit everything in to the schedule. Between work, kids, family, friends, and other commitments, self-development often... Read More
By Erica Strother | Published: March 04, 2014 | Comments
There is a rumor that this little thing called the NCAA March Madness Tournament begins this month. While we at ICMI may not be able to help you with your brackets, we... Read More
By Sarah Stealey Reed | Published: March 04, 2014 | Comments
How to prepare your agents and your customers to ensure great customer satisfaction – whatever the channel
I recently read that “Mobile is the killer channel for customer service!” While I understand... Read More
By Traci Moxson | Published: March 04, 2014 | Comments
There is one word that captivates the agenda of today’s customer service, marketing and IT executives alike: MOBILE. Mobile devices are outstripping PCs (in Australia, for example, more than two thirds of... Read More
By Sharon Melamed | Published: March 03, 2014 | Comments
Note from the editor: The helpdesk and support team play very different roles within the contact center. As such, they approach and see things differently. We want to explore those differences in... Read More
By Brooks Webb, Jeremiah Methven | Published: February 28, 2014 | Comments
Don’t ignore updates for your devices. When you are prompted to install an update, it is usually for a good reason – sometimes it’s cool new software or features. apple-updatesOther times, like... Read More
By Dayna Steele | Published: February 28, 2014 | Comments
As a marketer, I love the process of building a great brand. It’s about communicating a company’s core values and unique identity through messaging that resonates with customers. But in today’s social... Read More
By Mariann McDonagh | Published: February 27, 2014 | Comments
Moving to Cloud: What Your Contact Center Needs to Know
Agents CAN Provide the Effortless Customer Experience
Customer Experience Management "Hot Buttons"
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