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6 Random Acts of Kindness That Can Elevate the Customer Experience

In the spirit of the season, we asked the #ICMIchat community to share reasons why they're grateful for their teams, their customers, and their careers. We also asked them to share how... Read More

Must Reads for New Contact Center Leaders

I’m actually a little embarrassed to admit that as a contact center leader at a small SAAS start up, I “got by” for a long time on common sense. I remember times... Read More

11 Tips to Reduce Absenteeism and Attrition

In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a... Read More

When it Comes to Omnichannel, Make Sure the Customer is Always Right

While customer experience leaders repeat the mantra ‘the customer is always right,' do you know who doesn’t agree – customers. Because they don’t always know the best channel to choose. The vast... Read More

Coaching as Critical Reinforcement to Self-Directed Learning

Contact center coaching is usually focused on improving performance but is often too directive; coaches are typically promoted from within and know how to do the job themselves, but haven't had any... Read More

Four Contact Center Training Trends

Many training conferences happen in the fall, and they are always followed by lots of blog posts reflecting on what people learned. In reading one this morning, the author was blown away... Read More

Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Why Contact Centers Need to Embrace Social Media in 2018

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

Who Are Your Favorite Contact Center Thought Leaders?

It's that time of year again. Thanksgiving is days away, the weather is getting cooler, and we're counting down the days until we ring in a new year. At ICMI, that can... Read More



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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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