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The State of Social Customer Support in 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s…  It seems like... Read More

What to Look for When Hiring Social Media Customer Care Agents

Hiring social media customer care agents can be a tricky thing for contact center leaders. There is often a desire to cross-train agents from other channels to ‘fill the seat’ or become... Read More

ICMI's Top 50 Thought Leaders of 2017

It’s that time again! Time to recognize the shining lights in the contact center industry. We continue to feel incredibly grateful for the thought leaders who help educate, inspire, and motivate other... Read More

Why Contact Centers Need to Embrace Social Media in 2018

According to facts and statistics from website builders, 95% of businesses indicate their customer care has a direct impact on their brand image. Regardless of your sector, your customer care strategy will... Read More

Who Are Your Favorite Contact Center Thought Leaders?

It's that time of year again. Thanksgiving is days away, the weather is getting cooler, and we're counting down the days until we ring in a new year. At ICMI, that can... Read More

6 Examples of Wow-Worthy Social Media Customer Service

This week Dan Gingiss, author of Winning at Social Customer Care, joined us for a special #ICMIchat. We talked about what it takes to deliver outstanding social media customer service, and we... Read More

5 Tips for Adding a New Service Channel

I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our... Read More

The Worth of Words: Why You Shouldn't Neglect Online Reviews

The ability of customers to express their opinion about a business online has had a huge impact on reputation marketing.  In fact, 84% of customers trust reviews as much as personal recommendations.... Read More

Are You Ready to Win at Social Customer Care?

Now that we’re more than halfway through 2017, how are you feeling about your career progress? Is your contact center moving in the right direction? Are you working towards supporting customers in... Read More

How to Use Social Media to Educate, Inform, and Empower Customers

An Interview with the 2017 ICMI Global Contact Center Award Winner for Best Social Media Customer Care “The idea of empowering agents to use live video chat to assist customers is positively... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
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