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Strategy & Planning


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4 Things to Consider When Staffing for Peak Season

Holiday time is fast approaching. Have you staffed up? Being able to handle increased customer volume during peak season can make or break your success during a very lucrative time. With greater... Read More

What Diversity and Inclusion Mean for Employee Engagement

When I talk about customer experience, I also discuss employee engagement because the two are interconnected. To succeed at customer experience, you have to start with employee engagement. Sir Richard Branson, the... Read More

Think Customer Journey Mapping is a Waste of Time?

Imagine your team spent half a day (or more) building a customer journey map and then nothing changed. After the workshop, things went back to business as usual. You might be thinking:... Read More

It's Possible! Deliver Exceptional CX and Drive Change

Your company promises some return on investment to customers: your product or service will make their lives "better," which is often stated in terms of cost reduction, new efficiencies, better data, or... Read More

Three Ways Your Contact Center Can Make or Break Your Brand Promise

Research by Forrester shows that “Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.” (The US Customer Experience Index, 2018; Forrester... Read More

Partly Cloudy with a Chance of Spikes

How many of you check the weather forecast before heading out for the day? If you see temperature will be in the 80s, you probably won't pack your heavy coat. If you... Read More

Maximize Service Levels by Minimizing Unplanned Shrinkage

There's a quote I love by Richard Cushing that translates into the contact center world, especially when it comes to workforce optimization: "Always plan ahead. It wasn't raining when Noah built the... Read More

A Foolproof Formula for Helping Learning Stick

Recently I came across an interview with Stella Collins, a learning psychologist, and she talked about how the LEARNS(S) acronym can help trainers remember techniques that help lessons "stick." It's a great... Read More

6 Ways to Include the Whole Company During Customer Service Week

Taking place the first week of October, Customer Service Week has become a popular celebration for contact centers across the country. The festivities don't have to stay confined to the contact center,... Read More

7 Ways to Celebrate Customer Service Week

Established as an official celebration in 1992, Customer Service Week takes place during the first week of October. It's the perfect time to reflect, celebrate, and reaffirm a commitment to the customer... Read More



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