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Webcast
Optimizing Staffing and Scheduling with Automation
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Webcast
Benchmarking: Identifying the Right Metrics and KPI’s
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Article
Setting Solid Contact Center Goals for 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
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
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
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
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
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
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Article
Achieving Work-Life Balance in the Contact Center
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

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