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Learning And Development
Practical Ways to Boost Agent Morale
| Published: May 22, 2019
Survey Says: It's Time to Reimagine Quality Management!
| Published: April 24, 2019
7 Low-Cost Methods of Making Customer Communications More Consistent
| Published: April 24, 2019
Want to improve the way you communicate with customers? Consistency is key! This week during #ICMIchat, Leslie O'Flahavan led a discussion on improving the consistency of customer communications. The good news? Even...
Opinion: Contact Center Metrics to Embrace and Others to Take with a Grain of Salt
| Published: April 22, 2019
Metrics, like a ton of bricks, weigh on the contact center brain. During a recent #ICMIChat, we talked about scoreless QA and other numberless processes to evaluate agent performance. Having spent many...
5 Things Call Center Employees Wish Customers Knew About Their Job
| Published: April 19, 2019
There are plenty of misconceptions about life in the contact center. This week during #ICMIchat we decided to flip the script on careers in customer service. Participants shared lessons they've learned during...
How an Insurance Company Launched Customer Service via Alexa
| Published: April 18, 2019
You’re waiting at the gate for your flight and just remembered to check whether your health insurance covers you on vacation in Belize. No sweat. Just quickly ask Alexa on your phone...
Preparing Your Business for the Artificial Intelligence Revolution
| Published: April 17, 2019
Although artificial intelligence (AI) has emerged as a popular solution for modern businesses, many companies regard it as an option reserved entirely for the "bigger players." After all, AI is a complicated...
Are Your Agents Up Against Hidden Obstacles?
| Published: April 16, 2019
Why does service vary so much from company to company, and what are some of the most beloved brands doing differently to better serve their customers? To understand how to improve customer...
7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
| Published: April 15, 2019
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re...
Answers to 5 of Your Questions About Contact Center Operations
| Published: April 12, 2019
You asked, we answered. Earlier this week during #ICMIchat, we tackled nine questions our community members submitted about contact center operations, strategy, and management. This video recaps answers to five of the...
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