Resources

In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

Event season is here, and we’re thrilled to welcome many of you to Orlando this May for ICMI Contact Center Expo. Have you started planning your agenda? One of the biggest benefits... Read More

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

In my spare time, I am a cookie artist. I spend many hours combining flavors in my quest to create the ultimate flavors. After each attempt at cookie awesomeness, I evaluate the... Read More

Most companies claim to have a customer-centric culture, but how many customers would agree? This week, #ICMIchat participants discussed all the ways contact centers can rally their organization to become more customer-centric.... Read More

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.... Read More

At UBM, we are proud of our commitment to having a positive environmental and social impact on both the communities and industries we work within.  To do our part to support the... Read More

In the contact center industry, every organization wants to be data-driven. As a customer-facing company, having the numbers and metrics to support your business value is essential. But what we often have... Read More

Attendance issues are one of the most common challenges contact center leaders face. Poor attendance often leads to higher attrition, which makes it very difficult to run daily operations, meet service level... Read More

Disney has a longstanding reputation for delivering magical customer experiences. How do they do it, and what can contact centers learn from their approach? In preparation for ICMI Contact Center Expo, we... Read More