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Training & Events

	Contact Center Calibration: You're Doing it Wrong June 7 - Virtual Classroom

	ICMI Training Symposium June 18 - 21 - Chicago, IL

	Contact Center Culture: Building Brand Advocacy September 19 - Virtual Classroom

	Do-It-Yourself Workforce Management Virtual OnDemand

QueueTip Posts

1	IVR "Dead Air"? Daniel Orrick - 1 answer

1	Password Hints? David Kang - 1 answer

1	Work From Home & Technical Interruptions? Teresa Smith - 1 answer

2	Average Speed Of Answer Vs Grade Of Service? Martin Friendship - 2 answers

Read More QueueTips

Webinars & Whitepapers

	The Agent's Value to the Multi-Channel Contact Center Webinar – Jun 6 – Register Now!

	Best Practices in the Call Center: A Customer Touch-Point Methodology Whitepaper

	The Customer is in Control! Marketing and the Contact Center... Webinar – Watch Now!

	Build a Mobile Customer Service Strategy Whitepaper

More Whitepapers

Articles & Blog Posts

	Knowledge Centered Support: Making It Work for Your Contact Center

	How to Say No Without Saying No. Yes! People

	21 Questions: Knowledge Centered Support Webinar Wrap-Up

	Agent Perspective: Turning a Frustrated Customer into a Satisfied Customer People

More Blog Posts

Videos

59:33	Making Workforce Optimization Your Best Business Partner 37 views - 1 month ago

1:16	ICMI's ACCE Conference and Expo - The #1... 115 views - 1 month ago

55:51	Achieving First Call Resolution and Quantifying Its Top... 255 views - 3 months ago

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Do you consider Mobile to be a necessary customer service channel?

	Yes - for both us and for our customers
	Yes - but more so for our customers than for our company
	Yes - but more for our company than for our customers
	No - our customers demand it though
	No - we have to in order to appear competitive
	No - but, it has future opportunity

More Polls

Categories

Bilingual/Multilingual Support

Business Continuity

Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

Employee Management Issues

Employee Motivation and Retention

Metrics/Performance Measurement

Multi-site management

New Technology Evaluation

Operations Management Certification

People Development

Quality Monitoring

Sales in the Call Center

Strategic Value Certification

Technology Implementation/Maintenance

Workforce Management/Staffing