Operations Management 

ICMI's Call Center Cartoon Caption Contest #5


Welcome to ICMI's monthly Call Center Cartoon Caption Contest! Each month, we will be publishing a brand new cartoon here on our for you to caption. But first, the winner of January's contest is: Penny Underwood! Click here to see...

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BY: Christina D'Airo – Feb 1, 2012 | Comments (11)
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Operations Management 

Taking Charge of Social Customer Service

When it comes to social customer service, who should be at the helm? For most organizations, social media channels are handled by marketing, but is...

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BY: Christina D'Airo – Jan 26, 2012 | Comments (0)
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Operations Management 

CEO's Take On Offshore Call Centers

U.S. business executives, including NOVO 1 CEO Mary Murcott, recently met in Washington, D.C. to discuss the future of offshoring in the U.S. Many domestic...

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BY: Christina D'Airo – Jan 19, 2012 | Comments (0)
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Technology 

Why Social Media is the New Key to Customer Relationships

Ready or not, here comes Social Media: and the contact center needs to be prepared. ICMI recaps Brad Cleveland's interview with Salesforce.com UK why Social...

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BY: Christina D'Airo – Jan 12, 2012 | Comments (0)
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Operations Management 

Call Center Cartoon Caption Contest #4

UPDATE: The winning caption for January is: "His QA scores are fantastic, but personally I think he sounds a bit robotic on the phone," submitted...

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BY: Christina D'Airo – Jan 4, 2012 | Comments (6)
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This blog features several industry experts, who share perspectives and invite discussion on call center issues and best practices. We invite you to visit the site regularly to read about what’s on the minds of call center leaders and practitioners and to join in the discussion.

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Brad Cleveland

Senior Advisor, Former President and CEO, ICMI

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Linda Riggs

Strategic Training Director, ICMI

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Rose Polchin

Senior Consultant, ICMI

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Rebecca Gibson

Strategic Consultant, Interactive Intelligence

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Brent Haferkamp

Managing Partner , AMP'D Consulting Group LLC

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Amanda Mae Miller

National Account Manager, ICMI

Heather Walter

Marketing Specialist, ICMI

Jennifer Quigley

Inside Sales Specialist, ICMI

Rachel Ostafi

Marketing Manager, Events & Training, ICMI

Susan Langwell

ICMI Certified Consultant, ICMI

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Tom Coleman

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Jeff Feuer

President, Customer Solutions Group

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Layne Holley

Director of Community Services, ICMI

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Mark Lewis

Editor, Call Centre Focus

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Michael Pace

Director of Customer Support, Constant Contact

Robert Stevenson

President and Founder of Seeking Excellence

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