Chat with us, powered by LiveChat
Advertisement

A Message to the ICMI Community

Serving and Supporting You During This Difficult Time

Is it just us or does it feel like the past few weeks have actually been months? These are certainly extraordinary times and we, the ICMI team, are here to serve and support you.

Our goal has always been to deliver information that is accessible, practical, and helps you navigate your current reality. At no time has ICMI been more dedicated to this mission than we are now.

  • If it's crisis communications or delivering a quality customer experience under pressure, your peers have the insights to help you figure things out, starting with the links below.
  • If you're feeling disconnected and missing the camaraderie of your workplace, or if you want to crowdsource the resolution to a problem, #ICMIChat can help you meet others who are walking in the same shoes.
  • If you want more active support for current business challenges you're experiencing, we're here whenever you need us. Just drop us a line or an email.

The ICMI Community is a very connected and tight-knit one. Let's lean on one another during these difficult times and make our community collectively stronger together.

Stay Connected with the Community 

#ICMIChat | LinkedIn | Facebook | Twitter


Related Articles

break glass
Five Ways to Enable Remote Work Rapidly
Some contact centers don't have an established Work From Home culture. Here's how to quickly get one started in times of need.
4/2/2020

heart
20 Ways to Empathize With Stressed-Out Customers
Empathy can sometimes be in short supply, but it is always needed in customers who call into your contact center. Here are great strategies and phrases to use to connected with customers and make them feel heard. 
3/30/2020

Chess board with pieces lined up.
When the Plans Don't Fit the Situation: #ICMIchat Rundown (March 24, 2020)
Roy Atkinson led the #ICMIchat community in reflecting how their business continuity plans, or lack thereof, aided in their response to the ongoing pandemic.
3/25/2020

belongings
5 Ways to Help Your Contact Center Face a Recession
Suggestions of what can be done to maintain customer experience and employee morale in the face of economic upheaval.
3/24/2020

sad
What to Say to Angry Customers
During a crisis, there are often waves of angry and desperate chat messages and calls. Here is sound advice for how to manage the strong emotions of customers, and maintain sanity, from Brad Cleveland, Senior Advisor to ICMI. 
3/19/2020

superheroes
The Emergency Response Team of Your Business - What You Need to Know
A quick primer for how to assemble the team that will be earmarked to guide your business through disasters.
3/18/2020

woman working from home
Skills Employees Need to Work from Home
Which employees succeed at remote work? Contact center managers share a list of required skills to excel in this short and informative video.
3/16/2020

Calgary recovery
Designate Essential Personnel for Your Contact Center
Learn the steps of how to decide who your business needs in a crisis, and how to make sure everyone is ready for an emergency that affects your work.
3/12/2020

Three Keys to Contact Center Workforce Optimization
How to Plan to Prepare Your Contact Center for Disaster-Related Disruption
With the possible disruptive effects of the novel coronavirus at the forefront of our minds, many contact center communities are reviewing their disaster readiness preparation. To help with the conversation, here is an introduction on how to build a business continuity plan. 
3/3/2020

difficult customer
Help Agents Manage Emotions During Difficult Customer Interactions
  Tips for helping your agents keep their cool even when it’s hard
6/5/2019

International contact center
Ways to Keep Morale High When Your Contact Center is Distributed
Managing a distributed, international team presents both challenges and opportunities. One of the top challenges? Keeping morale high in every office and avoiding any bias towards one location over another. Here are some quick tips.
5/30/2019

Mitigate agent burnout
Ways to Mitigate Agent Burnout When Your Contact Center is Understaffed
Whether you're strapped for time, money, or tools, those pressures are often felt the most by frontline agents.
2/22/2019

customer emotion
How to Deeply Understand Customer Pain
 Four critical ways you and your team can deeply understand customer problems and pain so that you can design awesome products and experiences.  
2/4/2019