ICMI Contact Center Forum

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1 days ago
Topic:
Corporate University

sofiapoteet
sofiapoteet
Posts: 1
Special boards for large corporations are useful for universities too. The best universities that are represented here - https://www.cnbc.com/2018/06/11/the-10-best-universities-in-the-world.html - use special boards for large corporations.
2 days ago
Topic:
How to Become a Better Boss

ericamarois
ericamarois
Posts: 114
Happy National Boss's Day! In honor of this occasion, today's chat is all about leadership. Here are the questions we'll cover:

Icebreaker: Who's your favorite TV/movie boss?

Q1: True or false? People don't leave bad jobs, they leave bad bosses.

Q2: What types of leadership behaviors frustrate employees?

Q3: Why do you think good management is so difficult?

Q4: Thinking about the best bosses you've had, what qualities did they share?

Q5: Do contact center directors/leaders need any certain unique qualities to succeed?

Q6: Should managers be friends with their employees outside of work?

Q7: How can bosses avoid playing into office politics?

Q8: How can managers drive results while still treating employees with empathy and respect?

Q9: What's the best leadership lesson you've learned during the course of your career?

As always, the conversation starts at 1:00 ET on Twitter! Everyone is welcome. Just follow and use our hashtag (#ICMIchat) to participate.
9 days ago
Topic:
Developer API Software

alexandrawork100
alexandrawork100
Posts: 3
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13 days ago
Topic:
Corporate Buzzwords

ericamarois
ericamarois
Posts: 114
ericamarois
ericamarois
Posts: 114
Topic: Corporate Buzzwords
I'll be in the air on Tuesday, but Scott Ontiveroz has graciously agreed to guest host #ICMIchat

Here are the questions he'll cover during the 10/9 chat (it starts at 1 pm ET on Twitter if you'd like to join):


Q1: Which corporate buzzwords annoy you the most? #ICMIchat

Q2: Plenty of organizations use the term "world-class service" in marketing materials or mission statements. In your opinion, what's a better way to communicate a commitment to great customer service? #ICMIchat

Q3: Why do you think so many brands that claim to be "customer-centric" struggle to put customers first? #ICMIchat

Q4: "VOC" has become a catch-all for customer feedback. What are some practical, actionable ways to collect feedback from customers? #ICMIchat

Q5: Should businesses aim to delight their customers? Why/why not? #ICMIchat

Q6: "Cloud "has been a contact center buzzword for more than a decade. Why do you think there's still hesitation to adopt the technology? #ICMIchat

Q7: The term "ominchannel" has been trending for years now, but only 16% of ICMI Community members say their contact center actually delivers ominchannel service. Why the disconnect? #ICMIchat

Q8: Should companies tailor customer and employee engagement strategies to specific generations? #ICMIchat
16 days ago
Topic:
Call Center Support Software

alexandrawork100
alexandrawork100
Posts: 3
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16 days ago
Topic:
How do you keep agents' skill sharp?

ericamarois
ericamarois
Posts: 114
Happy Customer Service Week!

Please join us today at 1:00 ET as special guest host Jeff Toister leads a discussion on keep service agent's skills sharp. Here are the questions he plans to cover:


IB: What are your plans for Customer Service Week?

Q1: What customer service skills are most challenging for agents?

Q2: How do you train new hires on customer service?

Q3: Do you offer periodic refresher training?

Q4: How can you identify agents' customer service skill gaps?

Q5: What are the keys to an effective quality assurance process?

Q6: How do you get agents to buy-in to ongoing coaching?

Q7: How can leaders reinforce good customer service skills?

Q8: How can we prevent agents from losing focus on customer service?

Q9: What do you personally do to keep your own service skills sharp?

Q10: What tools or resources do you recommend for developing customer service skills?
16 days ago
Topic:
Get Help With Experience Academic Writers

alexandrawork100
alexandrawork100
Posts: 3
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20 days ago
Topic:
call center managers/owners

harrykane140693
harrykane140693
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?
23 days ago
Topic:
Secrets of Award-Winning Contact Centers

ericamarois
ericamarois
Posts: 114
Why do some contact centers have a reputation for excellence, while others struggle? We analyzed common characteristics of ICMI Global Contact Center Awards winners and came to a few conclusions. Join us today at 1:00 ET to discuss! Just follow and use our hashtag (#ICMIchat) on Twitter to join us.

Here are the questions we'll cover:

Icebreaker: What's your favorite One Hit Wonder?

Q1: If you could take a behind the scenes tour of any company's contact center, which would you choose and why?

Q2: What are some of the ways contact centers (either knowingly or inadvertently) prevent agents from saying "yes" to customers?

Q3: What advice do you have for contact center leaders struggling to foster collaboration?

Q4: What's the best way to determine the right channel mix for your contact center?

Q5: What are some examples of career paths your contact center offers?

Q6: What's the best way to identify areas for improvement?

Q7: In your opinion, which metrics matter most to customers?

Q8: What are some of the ways your team likes to celebrate wins?
edited by ericamarois on 9/25/2018
23 days ago
Topic:
Call Center Management Structure

mattvictor11
mattvictor11
Posts: 1
Absolutely informative for understanding management structure of call centers, I had worked and experienced in ICC also would share few resources to understand https://www.techgyd.com/sites-students-should-know-about-before-studying-starts/37021/ management of study for students.
27 days ago
Topic:
Training Best Practices

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scotamy8
Posts: 3
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29 days ago
Topic:
Do you use spreadsheets or WFM software?

scotamy8
scotamy8
Posts: 3
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9/18/2018
Topic:
Scaling Your Culture

ericamarois
ericamarois
Posts: 114
Good morning!

Please join us today at 1:00 ET for a special chat with guest Matt Beckwith. Matt will be speaking at ICMI Contact Center Demo, and today's topic aligns with his session.

Here are the questions he has prepared for the discussion:


Q1: How do you define company culture?

Q2: Is it possible to have a department with a different culture than the company?

Q3: Is culture something that customers can see? OR Can you, as a customer, see a company's culture? If so, in what ways?

Q4: Can a company's culture be completely different from the culture they tell their employees or customers they have?

Q5: Does company culture have an impact on recruitment and hiring efforts?

Q6: Can company policies support their culture, or are they completely disconnected parts?

Q7: How can a company change its culture?

Q8: How can your contact center help shape the culture for the rest of the company?


Just follow and use our hashtag (#ICMIchat) on Twitter to join us!
9/16/2018
Topic:
Chat Service Level

sean.hamelman
sean.hamelman
Posts: 1
We are in the process of introducing chat in our contact center with about 25 seats. Our call service level is 80/30. I'm wondering if this would also be a good measure for chat and gauging customer experience. Any thoughts?
9/12/2018
Topic:
Schedule Adherence Goals

overtonsheldon
overtonsheldon
Posts: 1
What are your schedule adherence goals? I'm used to goals of 91-93%, but I'd like to get some feedback from other groups. Can you list your industry as well when you reply? Thanks.
9/11/2018
Topic:
Forecasting & Scheduling

ericamarois
ericamarois
Posts: 114
Good morning! Today's chat is all about Workforce Management and Optimization. Join us at 1:00 ET on Twitter. Just follow and use our hashtag (#ICMIchat) to participate.

Here are our questions:


Icebreaker: During which time of the day do you feel most productive?

Q1: Who's responsible for forecasting and building schedules in your contact center?

Q2: What are some of the common causes of inaccurate contact center forecasts?

Q3: What are some ways to mitigate customer impact during contact spikes that weren't forecasted?

Q4: What's the best way to forecast volume in less traditional channels such as social media?

Q5: How does your team manage last-minute schedule changes, such as sick days? (Ex: are employees required to find coverage? Does your WFM tool assign someone else?)

Q6: Brands like Postmates and Lyft are changing the way people think about work. Do you thinkUber-style surge pay scheduling could work for the contact center? Why/why not?

Q7: Should agents be trained to support customers on multiple channels, or is it best to assign agents to channel-based teams?

Q8: With more and more salaried employees working outside their standard work hours, is the 40-hour work week a thing of the past? Why?
9/4/2018
Topic:
Building Culture on a Distributed Team

ericamarois
ericamarois
Posts: 114
Hello, fellow chatters!

It probably doesn't feel like a Tuesday, but it's time for another #ICMIchat. Today we'll talk about fostering culture on a distributed team. Please join us at 1:00 ET. Just follow and use our hashtag (#ICMIchat) on Twitter to participate.

Here are the questions we'll cover:


Icebreaker: If you had the choice, would you rather work from home or in a traditional office environment?

Q1: Does your company allow customer service reps to work from home? Why/why not?

Q2: What are some benefits of allowing agents to work from home?

Q3: What are some of the challenges of allowing customer service agents to work from home?

Q4: What's the best way to onboard and training new agents who will be working from home?

Q5: Should working from home be a privilege reserved for more veteran agents? Why/why not?

Q6: Some of the tech giants have started to ask remote employees to come back to an office. How do think this might impact their culture?

Q7: How can organizations foster a strong employee engagement when their teams are distributed?

Q8: What skills/characteristics do employees need to succeed in working from home?
8/28/2018
Topic:
How to Improve the Hiring Experience

ericamarois
ericamarois
Posts: 114
Today's topic is quite timely given the tight labor market. While companies have been focused on improving the customer experience for years now, it's time to think about improving the experience for job candidates and new hires, too. After all, aren't they also customers? Here are our questions. The conversation starts at 1:00 ET. To participate, join us on Twitter and use and follow our hashtag (#ICMIchat)!

Icebreaker: Have you ever been "ghosted" by a company after applying for a job?

Q1: Have you found it easier or harder to find quality candidates for open positions in your contact center this year?


Q2: What should the contact center do differently to attract more talented candidates?


Q3: What are some common mistakes companies make when interviewing job applicants?


Q4: How can technology hinder the hiring process?

Q5: How can technology improve the hiring process?

Q6: Do you think the hiring experience is a reflection on the customer experience a company provides?

Q7: How can companies better assess whether candidates are a cultural fit for the team on which they'll be working?


Q8: What are some ways the contact centers could improve the onboarding process for new employees?
8/26/2018
Topic:
Get Help With Experience Academic Writers

floriajacobs
floriajacobs
Posts: 1
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8/23/2018
Topic:
Enhancing the quality of call center support(Tips)

Proglobalbusinesssolutions
Proglobalbusinesssolutions
Posts: 2
Best results can be obtained for any call center service provider only if proper workforce management is done. Take a look on important tips for the same. Know more in detail.







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