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Privacy vs. Personalization: What Every Contact Center Manager Needs to Know

In today’s customer experience economy, personalized interactions are a leading differentiator in creating meaningful touchpoints between you and your customers. Purchase history, channel preferences, communication style – the more you can demonstrate... Read More

Back to the Future: How to Align New Technology with Business Needs

The contact center industry is saturated with new technology companies that promise to be the next big thing. Yes, I'm a huge fan of technology, but technological adoption for the sake of... Read More

Featured Friday Articles: Week of November 5, 2018

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

Contact Center Predictions in Three Sizes

The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look someone is touting that they know what the future holds.... Read More

Can Voice Analytics Stem the Customer Satisfaction Skid?

Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well? I'll admit it. As predictions go, mine... Read More

Featured Articles Friday: Week of October 22, 2018

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

How to Mitigate the Risks of Seasonal Contact Center Employees

Note from the editor: As we inch ever closer to the holiday season, many contact centers are in the midst of hiring and training temporary staff to manage higher contact volume. Unfortunately,... Read More

Featured Articles Friday: Week of October 15, 2018

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

Workforce Optimization: A Systems Thinking Activity

What IS Workforce Optimization?? It's one of those BIG words you see all over the internet, from most every contact center platform provider out there. You see it as a suite of... Read More

Featured Articles Friday: Week of October 1, 2018

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



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