ICMI Contact Center Forum

recent posts recent posts - RSS

10 hours ago
Topic:
Buy essays and solve your problem quickly!

moller16miller
moller16miller
Posts: 3
I do my own research on different writing wervices, you may read superbpaper review.
6 days ago
Topic:
Reflecting on 2018 & Looking Ahead to 2019

E_Marois
E_Marois
Posts: 10
Hello, #ICMIchat crew!

I can't believe it, but today is the second-to-last chat of the year. Our topic? Reflecting on 2018 & Looking Ahead to 2019.

Please join me today at 1:00 ET for a walk down memory lane.


Here are our discussion questions:

Icebreaker: Do you prefer to do your holiday shopping online or in store? #ICMIchat

Q1: What was your team's biggest challenge in 2018? #ICMIchat

Q2: What are your top #custserv goals for 2019? #ICMIchat

Q3: Industry-wide, what are some things contact centers need to do better next year? #ICMIchat

Q4: AI was arguably the top buzzword of 2018. Did your team use AI this year? Why/why not? #ICMIchat

Q5: Hiring was a top challenge for contact centers this year. What advice can you share to help others improves hiring efforts in 2019? #ICMIchat

Our most popular article of 2018 was on training trends to watch. https://www.icmi.com/resources/learning-and-development/2018/01/5-contact-center-training-trends-to-watch-in-2018 #ICMIchat

Q6: When it comes to training, what's worked well for your team? #ICMIchat

Our most popular webinar of the year was "How to Make the Most of Your CX Metrics Using the Voice of the Customer" #ICMIChat

Q7: Did your team use VOC data to make any changes this year? #ICMIChat

Our top #ICMIawards category of 2018 was Best Contact Center Culture.

Q8: What's unique about the culture in your contact center? #ICMIchat

Q9: What's a topic you'd like to discuss during #ICMIchat next year? #ICMIchat
8 days ago
Topic:
Buy essays and solve your problem quickly!

juliebnadeau
juliebnadeau
Posts: 1
Essay writing traditionally has been considered as an important aspect of a college education because it helps in improving the skills and knowledge of the students. The ability to write best essays are considered as a talent of a student. If a student is not able to write good essays, then they will be considered as a low standard student with low academic marks. Perhaps as a result of the importance of essay writing in college, most of the students get lots of essay writing assignments. But they struggle in writing quality essay papers. Buy best essay is a very good platform where the students get best essay at very cheap rate. It helped me really well. Students can score good academic marks by placing an order with them. They provide the best essay at a very cheap rate.
11 days ago
Topic:
Supervisor vs. Team Leader

psiya147
psiya147
Posts: 1
The essential contrast between group pioneers and chiefs is their dimension of power. In a few associations, the qualification between group pioneer and director is hazy. Be that as it may, there are sure errands or territories of work where it's imperative to illuminate who does what
11 days ago
Topic:
Handling Time calculation

arsh_1011
arsh_1011
Posts: 6
Hi,
If you are asking, Is the interaction between an agent and the supervisor added in the handling time, then the answer is Yes.
Average handle time (AHT) is the average duration of one call that includes the timing starting from the customer's call, Call Monitoring , Call barging, call whispering and other tasks after the call. But it includes only during a live call.
Please feel free to ask if you have any more questions related to the same.

Thank you.
11 days ago
Topic:
The purpose of writing an essay paper?

eloraleona
eloraleona
Posts: 2
The purpose of your essay is confirmed by your goal as a writer, as well as your subject matter. Writing essays build up the way of thinking. There might be a wide range of things in your head, that essay can enable you to set up on a paper.
11 days ago
Topic:
Getting Help from an Essay Writing Service?

eloraleona
eloraleona
Posts: 2
If you require help writing essay, our academics writing service is the perfect place to acquire qualified assistance from experienced professionals with university or college degrees.
13 days ago
Topic:
Inbound Call Center Software

EricArmijo
EricArmijo
Posts: 2
Informative post, This software bounded me fully like after seeing the features of this software I like to open a call center for myself. Such an easy and affordable this Edubirdy and I am guaranteed that every single person who sees it will definitely going love it too. So thanks a lot for sharing this beautiful article.
13 days ago
Topic:
Calls Per Hour - Calculations

peteriannetta
peteriannetta
Posts: 1
Hi Sandra, I've typically used login time less idle time to calculate CPH. It comes down to what you want to use CPH for. If it's to understand how productive your people are when they are at work, then you want to include off-phone time in your calculation. Another variation to that is login time less unproductive shrinkage (lunch, break, etc..). Your measure though seems to be just a different way of measuring AHT so I'm not sure what that will tell you that your AHT isn't already telling you, if that makes sense.

Pete
13 days ago
Topic:
Meeting Customer Expectations

E_Marois
E_Marois
Posts: 10
Good morning! It's time for another edition of #ICMIchat, and today we're going to discuss customer expectations. Are they rising? If so, how can we keep up? (And what's the best way to handle especially demanding customers?) Our conversation will kick off at 1:00 ET on Twitter. Just follow and use the hashtag #ICMIchat to participate.

Here are our questions for today:

Q1: As a customer service professional, do you find you have higher expectations for your service providers or are you more empathetic to service failures?
Q2: Have you noticed a change in your customers' expectations over the last five years?

Q3: What advice do you have for dealing with demanding customers?

Q4: How do you recover when you've let down a loyal customer?

Q5: What's the best way to approach outliers in the data? (Ex: one-off complaints that aren't reflected in other customer surveys) Should you follow-up or focus efforts elsewhere?

Q6: What's the best way to protect frontline staff from negative feedback that's not constructive?

Q7: According to Forrester, only about one-third of #CX pros are aligning their CX initiatives with operational metrics. Why do you think this is? Any tips for a fix?

Q8: What's the number one thing that prevents you/your team from meeting customer expectations?
14 days ago
Topic:
What is the information for writing in Education?

sienas299
sienas299
Posts: 1
At TopEssayServices reviews you will find reliable, detailed and trustworthy reviews of top essay-writing services.
14 days ago
Topic:
Inbound Call Center Software

maxwell48893
maxwell48893
Posts: 3
Thanks for sharing such a excellent post, This post connecting with me each time I used to see these software, so I value their to improve my ability and skill further it's also provides writing tips and now I'm happy with this helpful info, Trust others will like it as well. Keep it up!
15 days ago
Topic:
Get Help With Experience Academic Writers

moller16miller
moller16miller
Posts: 3
WritingPaperSucks is the first uncensored paper writing review site on the Internet. I do my own research on different writing services. Unlike most of the fake paper review sites, I do actually go through all steps of order, read all Terms of Use and other policies and try to discover all hidden rocks most services have.
15 days ago
Topic:
Supervisor vs. Team Leader

moller16miller
moller16miller
Posts: 3
Helpfull information for me. Thanks for everybody! I want to be promoted at work and really want ti have positin of Supervisor.
18 days ago
Topic:
Call Center Managers/Owners Messages

jackmarison93
jackmarison93
Posts: 1
What is the best way for a private business owner to get in contact with a call center to discuss outsourcing our outbound calling?
It would be great to find someone that runs a call center full of closers or hardcore cold callers.
Any advice?
19 days ago
Topic:
The Emotional Labor of Contact Center Work

maxavefa
maxavefa
Posts: 2
It`s look like spam
19 days ago
Topic:
University Assistance

maxavefa
maxavefa
Posts: 2
OO, I just need help, I was grateful, if you helped me with the homework decision, I will definitely write to you
19 days ago
Topic:
The Emotional Labor of Contact Center Work

calmuckbarry
calmuckbarry
Posts: 1
Thank you very much for the really interesting questions. Similar information about them can be found on this site https://best-vegas.com/. It is necessary to organize a similar questionnaire for my employees.
20 days ago
Topic:
Career Development Advice for CX & #cctr Pros

vaibhavkapoor082
vaibhavkapoor082
Posts: 1
this are some points i mention here related to career goals and where you want to see yourself in the future.
  • Start with short-term goals, then move to long-term goals
  • Explain the actions you'll take
  • Focus on the employer
  • Avoid discussing salary
  • Don't get too specific
  • 20 days ago
    Topic:
    What is the information for writing in Education?

    chillbaechris
    chillbaechris
    Posts: 3
    Thanks for sharing! I needed a very urgent article and https://peachyessay.com/biology-assignment-help/ helped out! My professor is very strict and that's why I was worried. But the article was written quickly and I got A.




    Powered by Jitbit Forum 8.3.7.0 © 2006-2013 Jitbit Software