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ICMI - International Customer Management Institute

Your criteria turned up 1125 results out of 1125

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Title Source Topic Published
Sector Snapshot: How Telecom's Rapid Growth is Handled in the Call Center
ICMI Article Customer Satisfaction 8/24/2029
Embracing Social Media in the Call Center: Best Practices
ICMI Article Customer Satisfaction 3/11/2010
Updating Your Customer Access Strategy for Social Media
ICMI Article E-Support 3/4/2010
Best Practices in Multichannel Management
ICMI Article E-Support 2/19/2010
Well-managed Chat Can Elevate the Online Customer Experience -- and the Bottom Line
ICMI Article E-Support 2/18/2010
Recommended Reading: The Social Media Channel and the Call Center
ICMI Article E-Support 2/11/2010
Channel Management in the Call Center: Email
ICMI Article E-Support 2/4/2010
Which Way Home? Comparing and Contrasting Three Approaches to Home Agent Staffing for Call Centers
ICMI Article Special Topics 1/7/2010
The Importance of Real-Time Data in the Contact Center
ICMI Article Metrics 12/17/2009
Expert’s Angle: Can Good Metrics Solve the Call Center’s People Management Issues?
ICMI Article Metrics 12/10/2009
Expert’s Angle: Speech Analytics in the Call Center – This Call May be Monitored for Quality Assurance…
ICMI Article Customer Satisfaction 12/10/2009
Call Center Spotlight: AAA Idaho/Oregon
ICMI Article Agent Motivation and Retention 11/25/2009
Expert's Angle: Combining Quality Monitoring and Customer Satisfaction in the Call Center
ICMI Article Customer Satisfaction 11/12/2009
Expert's Angle: The Intelligent Self-Service Imperative for Call Centers
ICMI Article Contact Center and Enterprise 11/5/2009
Expert's Angle: Managing the Relationship Between the Call Center and R&D
ICMI Article Contact Center and Enterprise 10/29/2009
Recommended Reading: The Seven Principles of Call Center Budgeting
ICMI Article Contact Center and Enterprise 10/29/2009
Debunking Today’s Most Persistent Marketing and Service Myths for the Call Center
ICMI Article Customer Satisfaction 10/22/2009
Call Center Spotlight: MassMutual – USIG Service Center
ICMI Article Customer Satisfaction 10/22/2009
Taming the Back Office Effect on the Call Center--Part 2: Revealing the Personnel Opportunity in Back-Office Departments
ICMI Article Contact Center and Enterprise 10/15/2009
Call Center Onboarding Programs Raise Agent Engagement, Retention and Performance
ICMI Article Agent Motivation and Retention 10/15/2009




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