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Call Center Resources & Insight

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Don’t Add More Technology. Add the Right Technology
By: Hailey Corr  |  Published: September 15, 2021
A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology. The reality is that delivering great customer service... Read More
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The Pandemic Broke the Old Model of Customer Care. Here’s the New Landscape.
By: Jason Sterns  |  Published: September 14, 2021
The global pandemic pushed business relationships to the brink — consumer hypersensitivity left shelves bare, our supply chains were disrupted, and we sent our employees to work from home. Within the contact... Read More
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Cloud PBX or Cloud Contact Center: Which is Better for your Business?
By: Steve Loyer  |  Published: September 13, 2021
In the tug-of-war between Cloud PBX or Cloud Contact Center, organizations tend to lose sight of what actually matters to them the most. The choice between the two should not depend on... Read More
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What Defines a Servant Leader?
By: Mike Hanson  |  Published: September 08, 2021
If you view individual profiles on social media, especially the platforms that focus on business, you will frequently see the term “servant leader” in the headline. It’s become a fashionable term, but... Read More
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Do You Have the Right Process to Staff Your Contact Center Properly?
By: Rose Polchin  |  Published: September 07, 2021
 Do you have the right number of agents to meet your service level and response time objectives? ICMI’s definition of contact center management is: “The art of having the right number of... Read More
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“This Industry is Ever-Changing, and You Need to...Quickly Adapt.”
By: Craig Idlebrook  |  Published: September 06, 2021
Each month, we’re featuring a member of ICMI’s Strategic Advisory Board. This group of industry thought leaders, practitioners, and solution providers helps ICMI keep tabs on customer insights and contact center market... Read More
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Four Steps to Take That Can Help You Navigate the Labor Shortage
By: Brad Cleveland  |  Published: August 31, 2021
As customers, we’ve seen the signs posted in retail and restaurants: “Please be patient with our team.” We’ve heard similar delay announcements when contacting other organizations: “Due to unusually heavy demand...” But... Read More
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New Tech Solutions Should Tie into the Customer Journey
By: Dennis Gershowitz  |  Published: August 31, 2021
The other day I made a purchase via a new vendor. I then wished to exchange the item. It was apparent to me that someone had spent quality time to map the... Read More
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Four Suggestions for How Tech Can Improve Contact Center Performance
By: Chris Forte  |  Published: August 30, 2021
The real differentiator in seamless contact center performance comes from having a strong frontline. Each interaction should be treated as a chance for contact center agents to distinguish the brand and create... Read More
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An Unending Stream of Challenges That We Need to Manage
By: Craig Idlebrook  |  Published: August 25, 2021
Each month, we’re featuring a member of ICMI’s Strategic Advisory Board. This group of industry thought leaders, practitioners, and solution providers helps ICMI keep tabs on customer insights and contact center market... Read More
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