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Benchmarking: Identifying the Right Metrics and KPI’s

By: TalkDesk | Published: September 18, 2019

Article

Setting Solid Contact Center Goals for 2019

By: Erica Mancuso | Published: September 10, 2019

We're well into the fourth quarter, which means we're focused on ensuring a strong finish to the year, as well as finalizing budgets and setting 2019 objectives. It's my favorite time of... Read More

Article

How to Develop a Leadership Pipeline in the Contact Center

By: Sean Hawkins | Published: September 09, 2019

Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More

Article

Transformative Training: How to Foster Learning for Contact Center Teams

By: Fancy Mills | Published: September 03, 2019

As an '80s kid, I remember watching the Transformers Generation 1 cartoons and thinking how cool it would be to be able to transform into a vehicle or weapon and save the... Read More

Article

ICMI's Top 5 Articles of August 2019

By: The Editors | Published: August 30, 2019

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

Article

Workforce Optimization: Tuning Your Accuracy, Performance, and Engagement

By: Rich Correia, Paul Chance | Published: August 28, 2019

Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over... Read More

Article

The 8th Characteristic of the Best-Managed Contact Centers: They Leverage Technology to Support Their Mission

By: Brad Cleveland | Published: August 23, 2019

New technologies aren't passive — they're changing customer expectations, creating power shifts in organizations, and impacting the responsibilities of agents and managers. The best contact centers identify the technologies that further the... Read More

Webcast

4 Keys to Improving Agent Satisfaction

By: NICE-inContact | Published: August 21, 2019

Article

Achieving Work-Life Balance in the Contact Center

By: Rich Correia, Paul Chance | Published: August 21, 2019

Gen Z and millennials’ expectations for their employers are changing. As companies like Uber, Postmates, and Fiverr have grown, it’s created a dramatic shift in the appeal of gig work. About 84%... Read More

Article

Is Customer Service Really Like Peanut Butter?

By: Erica Mancuso | Published: August 19, 2019

There is nothing quite like a classic peanut butter and jelly sandwich. Maybe it's the tastiness of the peanut butter, and the sweetness of the jelly smashed together between two slices of... Read More

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