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Call Center Resources & Insight

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Webcast
All Aboard the Contact Center AI Train: Making the Case for Value
By: NICE-inContact  |  Published: May 12, 2021
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Article
Take a Quiz on Your Organization’s or Contact Center’s Mission Statement
By: Rose Polchin  |  Published: May 04, 2021
One of the reasons I love being a part of the contact center industry is that it is rare to have the same day twice! That said, it doesn’t mean we can’t... Read More
Article
Why Scheduling Microshifts Should Be Part of Your Employee Engagement Strategy
By: Vicki Brackett  |  Published: May 03, 2021
As part of the overall strategy in today’s work-at-home contact centers, microshifts are a tool for negating gaps in staffing requirements. When strategically utilized, microshifts can serve as a powerful tool to... Read More
Article
Driving Sales Performance through Data Analysis
By: Rob Dwyer  |  Published: April 29, 2021
An IndustryVoices sponsored post Most contact center departments use a handful of metrics to measure success. These often include AHT, Wrap Time, Attendance, Quality, CSAT or NPS, and FCR. The agent scorecard... Read More
Article
How To Coach Agent After-Call-Work Time
By: Rebecca Gibson  |  Published: April 27, 2021
In most contact centers, after-call-work (ACW) or wrap-up time - the time an Agent spends after a customer interaction, completing the tasks needed to finalize the interaction - is the subject of... Read More
Article
Put the Customer at the Center of Everything You Do
By: Craig Idlebrook  |  Published: April 27, 2021
Each month, we’re featuring a member of ICMI’s Strategic Advisory Board. This group of industry thought leaders, practitioners, and solution providers help ICMI keep tabs on customer insights and contact center market... Read More
Article
How to Create a Cybersecurity Risk Assessment
By: Sam Goh  |  Published: April 26, 2021
This article was first published on HDI. In the wake of many recent high-profile breaches, many multinational companies are redirecting their energies to fighting cybercrime at a systemic level. Globally, companies are... Read More
Article
Take Our Survey: What's Your WFO Strategy?
By: The Editors  |  Published: April 22, 2021
In 2014, when ICMI first investigated contact center workforce optimization (WFO), we defined it as the “many processes and tools that are used for assessment and improvement of the agent and organization”... Read More
Article
Equipping Your Agents to be Customer Advocates
By: Brad Cleveland  |  Published: April 21, 2021
Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and early 2021. Many of today’s most forward-thinking leaders—Elon Musk, Richard Branson,... Read More
Article
Here Are the 2021 ICMI Global Contact Center Awards Finalists
By: Craig Idlebrook  |  Published: April 19, 2021
Each year, we launch the ICMI Global Contact Center Awards to give a chance to acknowledge the best of the best of the contact center industry. These frontline workers, managers, and teams... Read More
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