Call Center Resources & Insight

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Webcast

The Present and Future of Contact Centers: Blended Intelligence

By: Salesforce | Published: July 22, 2020

Article

Declaring Independence: Empowering Agent Autonomy | #ICMIchat Rundown (June 30, 2020)

By: The Editors | Published: July 01, 2020

At one time or another, we've all been mistreated by companies who stand firmly by policies that weren't appropriate for the circumstances. Many customer service professionals have experienced internal conflict between doing... Read More

Article

Tactics Agents Need to Know for Handling Irate Customers

By: Chris Hanna | Published: June 30, 2020

In the contact center, agents and supervisors have heard it all before: Customers threatening to sue the organization because a product isn’t working correctly. Promises to light up social media if customers... Read More

Article

How to Create a Policy Statement for Work-at-Home Agents

By: Kay Phelps | Published: June 30, 2020

Despite the urgency to quickly launch a work-from-home program for contact center agents, it’s essential to take time to create a robust policy statement. Why? Because this document is where you clearly... Read More

Article

How to Make Creative Scheduling Work at Your Contact Center

By: Jessica Harris | Published: June 29, 2020

If you have been in the world of contact centers long enough, you probably have heard the term schedule flexibility or creative scheduling. These terms might make most schedulers or workforce managers... Read More

Article

Sharing Small Wins in Lean Management at a Contact Center

By: Todd Hixson | Published: June 25, 2020

Sometimes, little changes can make a big difference when you’re implementing lean management, or the process of improving workflow to meet customer demands. I studied lean management several years ago; back then... Read More

Article

Contact Center Quality: Assuring Great Experiences | #ICMIchat Rundown (June 23, 2020)

By: The Editors | Published: June 24, 2020

Most contact centers utilize some form of quality management. Agents may remember these as times when they were corrected for not following procedures to perfection, but there's a lot more to quality... Read More

Article

ICMI Virtual: A Summit for Contact Center Professionals

By: Andrew Gilliam | Published: June 23, 2020

We launched ICMI Virtual on June 17 to tackle the challenges facing our evolving industry. Our sessions explored how contact centers can evolve their strategies, sustain their remote workforces, leverage metrics for... Read More

Article

5 Tips to Effectively Manage Difficult Customers

By: Erica Mancuso | Published: June 23, 2020

Early in my career, I hated receiving support calls from a certain difficult customer - “Robert”. Robert usually needed help with a legitimate issue, but would also pepper me with questions about... Read More

Article

Support Remote Agents with Empathy and Data

By: Chris Bauserman | Published: June 22, 2020

The last few months have been a blur to me. And it’s a pretty safe bet that you, your agents, and your customers feel the same way. For contact centers, one of... Read More

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