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Call Center Resources & Insight

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Article
Becoming Morgan Freeman: Empathy is a Must in the Contact Center
By: Jim Pope  |  Published: June 04, 2021
We’ve all been in the shoes of a customer when we’re trying to accomplish some sort of personal business, only to have a monotone, Ben Stein-like voice on the other end talk... Read More
Article
How to Improve Your Contact Center Post-Covid With Strong Soft Skills
By: Eleonora Pessina  |  Published: June 01, 2021
An IndustryVoices Sponsored Post Contact centers have played a major role throughout the ongoing Covid-19 pandemic. From helping customers contact their health insurance companies to reaching their banks to discuss options related... Read More
Article
Troubleshooting your Contact Center Metrics
By: Rose Polchin  |  Published: June 01, 2021
Delivering exceptional customer service is one of the keys to an organization’s success and contact centers are one of the primary ways this can be achieved. Memorable customer experiences drive loyalty and... Read More
Article
Avoid the Sticky Note At All Costs
By: Hailey Corr  |  Published: May 26, 2021
This article originally appeared on the blog of Vistio.   When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple. You need to know... Read More
Article
Metric of the Month: Customer Satisfaction
By: Jeff Rumburg  |  Published: May 26, 2021
Each month MetricNet highlights one Key Performance Indicator for the contact center. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the... Read More
Article
8 Indispensable Coaching Lessons
By: Rob Dwyer  |  Published: May 25, 2021
An IndustryVoice sponsored post  Recently, I attended an event with some current colleagues and a few former colleagues. At one point, I was standing in a small group with three people I... Read More
Article
Improve Colleague Experience to Deliver Good Customer Experience
By: Bob Azman  |  Published: May 25, 2021
In your organization, does the sales team complain about marketing not generating enough leads? Or does the operation team have doubts about the most recent sales forecast? Or does the customer service... Read More
Article
9 Emerging Trends in Contact Center Training
By: Mark Pereira  |  Published: May 24, 2021
Gone are the days when we had an experienced agent or member of the contact center leadership team sit down with the class and review through the operating procedure manuals (OPMs), and... Read More
Article
Try, Fail, Repeat: A Leader’s Roadmap to Success
By: Holly Terrill  |  Published: May 19, 2021
“Don’t ‘fake it till you make it.’ That’s garbage advice. Face it till you make it. Get up. Work hard. Fail. Stand back up. Face it again. Do a little better. Fail... Read More
Article
“Embrace Any Chance to Contribute”
By: Craig Idlebrook  |  Published: May 18, 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
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