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Call Center Resources & Insight

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NICE
Webcast
Optimizing Staffing and Scheduling with Automation
By: NICE  |  Published: October 16, 2019
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ICMI
Article
Tips and Tricks to Help You Inspire Your Team
By: The Editors  |  Published: October 08, 2019
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! Every contact... Read More
Dr. Debra Bentson, ICMI Featured Contributor
Article
When Culture Walks the Talk
By: Dr. Debra Bentson  |  Published: October 07, 2019
Spotlight on Culture: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for boosting your culture! So many... Read More
Jeremy Hyde
Article
What Hip-Hop Taught Me About Leadership Communication
By: Jeremy Hyde   |  Published: October 03, 2019
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Communication is... Read More
Matt Beckwith
Article
How to be an Effective Manager
By: Matt Beckwith  |  Published: September 30, 2019
Spotlight on Leadership: Join your peers at ICMI Contact Center Connections from October 28-30 in Chicago. Take a deep dive into case studies and expert guidance for elevating your leadership!  Stop me... Read More
Sean Hawkins
Article
How to Develop a Leadership Pipeline in the Contact Center
By: Sean Hawkins  |  Published: September 09, 2019
Are leaders born or made? This question has been up for debate for quite some time. Regardless of whether leaders are born, or made, leadership development is critical. I have had the... Read More
Rich Correia
Article
Workforce Optimization: Tuning Your Accuracy, Performance, and Engagement
By: Rich Correia, Paul Chance  |  Published: August 28, 2019
Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over... Read More
Rich Correia
Article
Achieving Work-Life Balance in the Contact Center
By: Rich Correia, Paul Chance  |  Published: August 21, 2019
Gen Z and millennials’ expectations for their employers are changing. As companies like Uber, Postmates, and Fiverr have grown, it’s created a dramatic shift in the appeal of gig work. About 84%... Read More
Nate Brown
Article
Developing a Customer-Centric Culture
By: Nate Brown  |  Published: August 12, 2019
I recently had the privilege of teaching an ICMI Customer Experience (CX) Boot Camp to a group of contact center leaders in Alexandria, Virginia. The very first exercise I had attendees complete... Read More
Chris Hanna
Article
Driving Performance Improvement
By: Chris Hanna  |  Published: August 05, 2019
Regardless of industry or geography, most contact centers are experiencing a common challenge – striving to achieve more with less. Unfortunately, despite being asked to do more, there are sometimes fewer resources... Read More
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