Strategy & Planning | ICMI.com
Empowering contact center excellence for 30 years!

Strategy & Planning


Topic Content

4 Essential Resources to Read Before You Craft Your Contact Center RFP

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact... Read More

How to Deliver Consistent Customer Experiences

If you had to list your top frustration in calling contact centers, what comes to mind? For me, it's a tie between hearing that something "probably" or "should" happen and getting different... Read More

5 Tips for Getting CX Back on Track

Between sports practice and homework, it was a typically busy weeknight. We were hungry, but tight on time, so my family and I popped into a tried and true restaurant for a... Read More

Interview: Secrets to Incredible Customer Service with Paul R. Jones

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through... Read More

Making Scripts Understandable Is as Easy as A-E-I-O-U

The caller is onboard. The customer service representative (CSR) is onboard. And it's your job to roll out a script that delivers answers in plain language. The beginning is the easy part:... Read More

5 Critical Elements of a Successful Contact Center Launch

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving... Read More

The Value of Emotive Customer Experiences

The logical mind versus the emotional heart - every time we make a decision these two forces go to battle. However, according to the book 30-Second Brain, feelings provide the basis for... Read More

Identifying Contact Center Culture Gaps and Opportunities

In part one of this blog series, we defined culture and hopefully helped you define your contact center or team culture.  In part two of this blog series, we will provide you... Read More

The Five Benefits of the GDPR for Contact Centers

If you fear the strict compliance protocols that the upcoming General Data Protection Regulation (GDPR) is bringing, you're not alone. Gartner predicts that by the end of 2018, over 50 percent of... Read More

How TechStyle Used Cloud and AI to Boost Growth and Lower Costs

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly... Read More



View More Content