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Call Center Resources & Insight

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Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
No word strikes fear into the hearts of customers and front-line agents like "outsourcing." Employees fear their jobs will be shipped to far off lands. Following prior bad experiences, customers hold contempt... Read More

Five Concrete Ways to Measure Customer Experience
Customer experience (CX) can be a very overwhelming and confusing topic. It’s not customer service, but it does include customer service, as well as every other function for that matter. Often, this... Read More

Here are Some Tips on How Best to Support Remote Contact Centers
As a recent FT article highlighted, “The image of a seamless, 24-hour global work ethic (from the contact center industry), relies to a great extent on humans in large offices – ‘butts... Read More

Eight Ideas to Put Quality Management at the Heart of Your Contact Center
Your quality management (QM) program is probably well-established, with guidelines and definitions, rules, and ratings. But does it have a heart, one that contributes meaning and spark to how we think about... Read More

That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
Rules are everywhere, and you can't escape them. Most of the time, they help things run smoothly and protect everyone's best interests, but sometimes they don't work out quite as they were... Read More

Four Ways that Contact Centers Can Foster a Customer-Centric Organizational Culture
All businesses exist for the same reason – customers. Despite this vital fact, many teams and organizations neglect the customer’s role in their operations and culture. Even if you offer the best... Read More

How to Calibrate your Contact Center's Quality Management Program
Calibration sessions - where individuals from the contact center get together, review and evaluate customer contacts to ensure alignment, consistency, and fairness within the contact center - are important events in the... Read More

Contact Center Managers Need Generational Awareness
Recently, I had the opportunity to engage in a lengthy conversation with a National Director of Contact Center Training for a global high-tech company. He shared some great insight around the challenges... Read More

Show Me You Care: Listening and Appreciating Your Employees | #ICMIchat Rundown (September 1, 2020)
Labor Day is on its way, reminding leaders how important their employees are to our organization's success. Employee appreciation isn't something to be done once a year. It should be part of... Read More

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