ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

Call Center and Contact Center Resources

Sort By:
Article -
Effective Budgeting: 7 Keys to Getting the Resources You Need
Getting the resources you need is an essential part of fueling your contact center’s results and potential. It also is more challenging than ever, as many contact centers continue to face three... Read More

Article -
Frontier Airlines and Voiceless Customer Service
Analysis    During a recent dire period in customer service for US airlines, it was not uncommon to see stranded passengers trying every single avenue to get answers. Intrepid travel reporters could... Read More

Article -
Eight Tips for Taking Your Entry-Level CX Career to the Next Level
This article is a collaboration between Nate Brown, Leslie O'Flahavan, and Justin Robbins.   We’re three customer experience professionals who’ve held different roles and walked different paths in our careers, but we... Read More

Article -
Applying Automation to Improve Customer Experience
This article originally appeared in NoJitter, a partner publication. As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer... Read More

Article -
How to Rise Above Performance Challenges
Sales are low. Customer satisfaction scores are dropping. Customer complaints are increasing.   As leaders, we spend hours looking at the numbers or data trying to figure out what’s going wrong, how... Read More

Article -
Virtual Training is not the Problem with Your New Agent Performance
The pandemic exposed a lot of weaknesses in processes, procedures, and tools for companies across the globe. Suddenly, we got really familiar with conferencing tools like Zoom, Teams, and Meet. Mostly, we... Read More

Article -
What to Do When Your Team is Hostile
You’re optimistic when you join a new organization. You’re excited about your new role and responsibilities. You’re curious about the company culture, your new team, colleagues, and managers. Your mind is running... Read More

Article -
The Factors that Affect Your Customers’ Tolerance
Many contact centers have been struggling with low service levels and long wait times—fallout from the staffing challenges that have been so common. In recent articles, I covered the psychology of queues... Read More

Article -
7 Ways to Gain Personal Visibility in a Work-at-Home Environment
One of the obvious challenges in a remote work environment is that no one can see the extra things you may do that normally would get noticed when you were working in... Read More

Research -
The State of the Contact Center in 2022

View More Content