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Global Service Delivery


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Tips for Training Outsourced Agents

On the go? Prefer to listen instead of read? Click the button below to hear us read this article.   The magic of an ICMI event reminds us that many of the... Read More

5 Critical Elements of a Successful Contact Center Launch

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving... Read More

Life Doesn't Follow a Script. Why Should a Contact Center?

As more and more companies move to nearshore call centers for customer service outsourcing, it’s important to understand how contact centers are responding, and adapting. There are new tools, and constant sources... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

Establishing a Culture That Supports Distributed Teams

As a contact center leader, the results you create—internally and for your customers—depend on being able to get support from people who work at different times, in different places, or within different... Read More

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

Why Outsourcing Relationships Fail

One of the most common reservations I hear from prospective clients concerns bad experiences with previous outsourcing. Understanding why some outsourcing relationships fail can dramatically increase your chances for success. While there... Read More

Interview: Secrets to Successful Global Support: Part 3

Serving customers is complicated, and it’s only getting more complicated. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity of customer contacts. Another 62%... Read More

ICMI's Elaine Carr Shares Secrets to Successful Global Support

Serving customers is complicated, and it’s only getting more complicated. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity of customer contacts. Another 62%... Read More

Scott Sachs Shares Secrets to Successful Global Support

There’s no doubt about it, serving customers is complicated. And it’s only getting more complex. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity... Read More



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