Call Center Resources & Insight

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The Future of Contact Centers, as Shaped by Current Trends
  On January 22, ICMI Service Management and Support Industry Analyst Roy Atkinson hosted a webinar entitled “2020 Vision: Contact Center Trends to Watch.” The event was sponsored by Serenova. During the... Read More

Your Budget is a Discussion. Get to the Point!
  George, the barber in the little town I grew up, was a gifted storyteller, and it was entertaining to listen to George elaborate in great detail about his endeavors. However, he... Read More

Put Us Out of Our Misery: The End of Customer Service Email?
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

Coming Soon in the 2020s: Increased Workplace Flexibility
During the last decade, contact centers have begun to embrace increased workplace flexibility, allowing employees to work remotely. With technology continuing to improve, mixed with more companies going global, there’s been a... Read More

Building on a Strong Foundation: The Contact Center Through 2025
While much of the 2010s were focused on big data, customer experience, omnichannel, cloud services, AI, and digital strategy in the contact center space, the opportunities to come involve building on the... Read More

5 Ways to Overcome Contact Center "If Onlys"
Have you caught a case of the “if onlys” in your contact center? When it comes to contact center technology, the “if onlys” are those pie-in-the-sky, grass-is-greener-on-the-other-side sort of items. They are... Read More

Will It Blend?: The Pros and Cons of Channel-Blended Agents
Channels are a hot topic in any contact center discussion! Whether we're discussing best practices for decades-old channels, contemplating the possibilities of the channels of tomorrow, or pining to deliver the elusive... Read More

Improving Your Agent Experience, One Step at a Time
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15 Best Practices for Quality Assurance in the Contact Center
Quality assurance (QA) is a high-value application for contact centers, particularly when combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at... Read More

7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

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