ICMI Contact Center Forum

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4 days ago
Topic:
Equipping New Supervisors to Lead

ericamarois
ericamarois
Posts: 102
Good morning, friends! I'm excited to be back at #ICMIchat this week. Today's topic is a critical one for contact center leaders. Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. How can you avoid doing that? Let's discuss! Please join me on Twitter at 1:00 ET today. Just follow and use our hashtag (#ICMIchat) to participate.


Icebreaker: Because it's #WorldEmojiDay, what's your favorite emoji?

Q1: What are the basic duties of a contact center supervisor?

Q2: Do high-performing agents always make great supervisors? Why/why not?

Q3: What sort of people management skills are needed to be a successful contact center supervisor?

Q4: What's the best way to identify agents who are ready to become a supervisor?

Q5: What are some low-cost ways to identify areas for growth and help new supervisors develop their skills?

Q6: What are the key components of a professional development plan?

Q7: What's an example of a useful interview question to ask candidates for a contact center supervisor position?

Q8: What's the best piece of advice you'd share with a first-time contact center supervisor?

7 days ago
Topic:
Getting Help from an Essay Writing Service?

Saylor65
Saylor65
Posts: 1
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10 days ago
Topic:
The purpose of writing an essay paper?

stevensh306
stevensh306
Posts: 1
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11 days ago
Topic:
CRM and the impact on AHT

6cdialer
6cdialer
Posts: 1
In my opinion, asking call center agent to view their average handle time(AHT) would lead to cutting off calls, thus resulting in poor customer service and reducing sales efforts. I believe, call center companies experiences high AHT with CRM as CRM was never designed for customer service interaction. Instead, it was created for customer engagement.

For calculating ROI for customer engagement, this article will definitely help you -https://hbr.org/2016/08/calculating-the-roi-of-customer-engagement
edited by 6cdialer on 7/9/2018
11 days ago
Topic:
Getting Help from an Essay Writing Service?

martinm256
martinm256
Posts: 1
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edited by martinm256 on 7/9/2018
12 days ago
Topic:
What is the information for writing in Education?

reginagildein
reginagildein
Posts: 1
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edited by reginagildein on 7/8/2018
16 days ago
Topic:
What is essay writing?

brendahansen37
brendahansen37
Posts: 1
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edited by brendahansen37 on 7/4/2018
18 days ago
Topic:
Showing Appreciation to Employees & Customers

ericamarois
ericamarois
Posts: 102
Good morning!

#ICMIchat is still on for today. We'll be talking about ways to show appreciation. Here are the questions:

Q1: What role does appreciation play in employee engagement?


Q2: What makes you feel appreciated at work?

Q3: What stops people from showing appreciation to others?

Q4: What are some inexpensive (or free!) ways to express gratitude to your team on a regular basis?

Q5: What role does appreciation play in the customer retention?

Q6: As a customer, what makes you feel appreciated?

Q7: What are some unique ways your team expresses appreciation to customers?

Q8: What are some examples of simple, random acts of kindness you can extend towards coworkers or customers?


Hope to see you at 1:00 ET! Just follow and use our hashtag (#ICMIchat) on Twitter to participate.
18 days ago
Topic:
Set-Up a call center for your techSupport campaign

fam.fanoz
fam.fanoz
Posts: 1
Hello, start earning money by paid surveys.

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22 days ago
Topic:
Voice Broadcasting Software

sgrant9314
sgrant9314
Posts: 1
Voice messaging is very crucial and instrumental with a contact center remaining relevant in a customer/client driven industry.
edited by sgrant9314 on 6/28/2018
25 days ago
Topic:
Tackling Tough Questions from the Community

ericamarois
ericamarois
Posts: 102
Every day we receive questions from the ICMI Community--via social media, webinars, our blog, and more. Today, we're going to tackle some of the most-asked questions from the first half of the year. Join us at 1:00 ET on Twitter to discuss! Just follow and use our hashtag: #ICMIchat:


Here are the questions:


Q1: How can trainers influence executive leadership to realize the importance of training and make the appropriate investments? #ICMIchat

Q2: AI seems to work best for large organizations, but what are some ways smaller contact centers can benefit from the capability? #ICMIchat

Q3: How can a contact center that is solely customer support based, and not sales based, prove ROI? #ICMIchat

Q4: Is there a difference between self-service and chatbots? #ICMIchat

Q5: What's the best way to measure FCR? Through a survey, or by analyzing the operational data? #ICMIchat

Q6: Knowing that most people put their best foot forward in a job interview, how can you determine if an applicant is a fit for your culture? #ICMIchat

Q7: What are some other (more descriptive) jobs titles to use instead of agent? #ICMIchat

Q8: What are some practical ways to turn around low customer satisfaction scores? #ICMIchat
edited by ericamarois on 6/26/2018
27 days ago
Topic:
Set-Up a call center for your techSupport campaign

slikgepotenuz
slikgepotenuz
Posts: 1
Good afternoon. Do not tell your company there is a referral program. We have a lot of good articles on the site (with traffic) that could help your company increase conversions ....
Here are some examples of some articles:
https://cloudsmallbusinessservice.com/blog/top-10-bpo-call-center-companies-in-the-philippines.html
https://cloudsmallbusinessservice.com/blog/top-10-ivr-systems-software-for-your-business.html
and more
If you are interested, then write to us - admin@cloudsmallbusinessservice.com or slikgepotenuz@gmail.com Thanks...
6/19/2018
Topic:
How to Boost Customer Loyalty

ericamarois
ericamarois
Posts: 102
We all want loyal customers, right? Join us today at 1:00 ET on Twitter to discuss some ways to boost customer loyalty. Just follow and use our hashtag (#ICMIchat) to participate.

Here are the questions we'll cover:

Q1: How do you define customer loyalty?

Q2: How do you measure customer loyalty?

Q3: What are some common reasons customers choose to stop doing business with a company?

Q4: What's the best way to interpret & use customer feedback to improve the customer experience? #ICMIchat

Q5: Who should be responsible for customer loyalty and retention?

Q6: How can we better empower agents to engage in customer retention efforts?

Q7: Are you a part of any customer loyalty programs? Which ones do you find most effective, and why?

Q8: As a customer, what's one thing you wish companies knew/asked about you?
6/14/2018
Topic:
Looking for German DID numbers

sip2dialbusiness
sip2dialbusiness
Posts: 13
Hi, I am looking for German DID numbers. If anyone can suggest a carrier or provide a German DID number, please let us know commenting below or contact on my Skype: live:madmaxxmad87
6/12/2018
Topic:
Assessing Your Contact Center Culture

ericamarois
ericamarois
Posts: 102
How healthy is your contact center culture? Where is there room for improvement? Before (or after) today's chat, give this article by Rose Polchin a quick read: https://ubm.io/DefineCulture

Here are today's questions:

Q1: How do you define culture?

Q2: What ten words best describe your team?

Q3: How do leaders on your team make decisions?

Q4: How are employees in your contact center selected for promotions?

Q5: Where does your team focus most of its time and energy?

Q6: What types of behaviors does your team reward? #

Q7: How would you describe your physical work environment? What's one aspect you'd love to improve?

Q8: How does your team share performance feedback? Does the process work well?

Q9: Based on today's discussion, what's one takeaway you'd like to use to improve the culture in your contact center?


Join us at 1:00 ET on Twitter for the live discussion. Just follow and use our hashtag (#ICMIchat) to participate.
6/11/2018
Topic:
Set-Up a call center for your techSupport campaign

sip2dialbusiness
sip2dialbusiness
Posts: 13

Are you looking to set-up a call center for your tech-support campaign? We are here to empower you with all the software and services you need to set up your campaign. Once you choose us, you will get the additional facility of our Dialer software and CRM solutions to build a proficient agent-based call center. To know more about our call center support services please call us on +1-631-601-0884(USA) and +91- 7008220621(India). For online assistance please join us on our Skype: muntycse,
6/9/2018
Topic:
Text Messaging Software

sip2dialbusiness
sip2dialbusiness
Posts: 13
Whether you want to send a single reminder message or a thousand message, our text messaging software is capable of providing reliable, safe and easy tools to manage all aspects of your SMS marketing campaign. You can use our Text messaging software from your computer, tablet or smartphone with integrated features to various browsers. From startups to multinational businesses, our text messaging software is being used across the world by thousands of customers.
6/8/2018
Topic:
Developer API Software

sip2dialbusiness
sip2dialbusiness
Posts: 13
Sip2dial provides the best developer API experiences to you that will make your business hassle free and permeable in the market. Our award-winning customer service team is ready, willing, and able to assist during the developer-API process and beyond.
6/7/2018
Topic:
After Call Work

mark.williams2
mark.williams2
Posts: 1
The current process in our contact centre is that agents are automatically put into after call work after a call and when they have finished their ACW, they make themselves available. We are looking at changing this so that the time spent in ACW is limited to a specific time, say 30 seconds and if an agent requires more, they have to select they want more, if they do not need 30 seconds then they would make themselves available for the next call before that time.
I'm interested to hear from anyone who has this set up in their contact centre and learnings they can share.
6/6/2018
Topic:
Call Center Support Software

sip2dialbusiness
sip2dialbusiness
Posts: 13
Sip2dial offers best call center support software that helps you win more customers, and offer fast, helpful customer service across every channel, without capital investment.
Call center software (or contact center software) lets telephone calls from your clients and clients achieve your operators for client administration, arrangements and deals. In the outbound contact demonstrate, it is the place your operators put calls to planned clients.




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