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Featured Friday Articles: Week of December 10, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

8 Contact Center Pros Share Their Top Challenges of 2018

This week, #ICMIchat was all about reflection. We discussed top trends from 2018 as we pondered what they might mean for the future. We also asked participants to share the number one... Read More

7 Tips for Engaging Remote Call Center Agents

Managing turnover and retention is one of the biggest challenges facing contact center managers today. A QATC article points out that turnover rates for contact center agents average at 35 to 40%,... Read More

ICMI's Top 18 Articles of 2018

The end of the year is a perfect time to reflect on the past while looking forward to the future. When we think of our favorite 2018 memories, we're filled with pride!... Read More

Customer Service Hero Spotlight: Meet Rosie Kozlowski

Friendly. Detail-oriented. Supportive. Those are just three of the words that the Customer Solutions team at FurtherSM uses to describe Rosie Kozlowski, Manager, Customer Solutions and Appeals. As her boss, Karen Jacobson,... Read More

Take Charge of Your Professional Development

It is the time of year when many of us are working on performance reviews and developing plans with our direct reports to track their professional accomplishments over the next year. These... Read More

Featured Friday Articles: Week of December 3, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

What's the Best Way to Respond to Demanding Customers?

During the most recent #ICMIchat, we discussed customer expectations. 90% of our participants agreed. Those expectations only seem to be rising. So what's the best way to respond to demanding customers? Here... Read More

5 Contact Center Tech Upgrades to Consider in 2019

Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation,... Read More

What Callzilla Learned While Applying for the ICMI Global Contact Center Awards

For the past five years, Callzilla has participated in the ICMI Global Contact Center Awards. In 2017, Callzilla had one of its proudest moments as a company when we won our first... Read More



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