Workforce Management

According to an August 18, 2017, article by The Undercover Recruiter, one of the seven most wanted work benefits for millennials (who, as we know, make up a large portion of our... Read More

"The power of one" is among the most important principles to introduce to new hires and reinforce with experienced agents. While we know the impact each agent has on individual customers and... Read More

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

Staying ahead of change and leading the customer service industry requires constant evolution. Sometimes that means launching new strategies, and other times, it requires more subtle updates to processes or procedures. No... Read More

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

I recall doing a consulting project for a large healthcare organization that was experiencing a vexing challenge common to diverse, multisite operations. Their customers (patients) were contacting different departments across the organization... Read More

Few things are more frustrating for contact center leaders than inaccurate forecasts. Unexpected contact spikes can lead to angry customers, stressed out teams, and loss of revenue. What are some of the... Read More

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

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

ICMI needs your help identifying emerging leaders and innovators in the customer experience and contact center space. We want to shine a light on the hardworking, creative individuals who are inspiring excellence,... Read More