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Strategy & Planning


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Three Recruiting and Hiring Resolutions for the New Year

Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact... Read More

How to Set Better Goals for Your Customer Service Team

Happy 2018, folks!  Ready or not, the new year is here.  And with the turn of the calendar comes everyone’s favorite annual process: goal setting! Sadly, this rite of passage is often... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

Must Reads for New Contact Center Leaders

I’m actually a little embarrassed to admit that as a contact center leader at a small SAAS start up, I “got by” for a long time on common sense. I remember times... Read More

Four Contact Center Training Trends

Many training conferences happen in the fall, and they are always followed by lots of blog posts reflecting on what people learned. In reading one this morning, the author was blown away... Read More

Answers to Four of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... 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

Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel),... Read More

How to Make the Case for an Investment in New WFM Technology

Contact center technology has continuously evolved over the last 20 years and can do more now than most people could have imagined. It's now well past the “call center stage” when the... Read More

Crisis Management Advice for Contact Center Leaders

Tragedies like the shooting in Las Vegas and the California fires– which came on the heels of the tremendous destruction caused by the hurricanes in Texas, Florida, Puerto Rico and the Virgin... Read More



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QuickPoll

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
No, we don’t offer this schedule option
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