Call Center Resources & Insight

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Here are Three Advantages of Collaborative Support

By: Nancy Louisnord | Published: July 26, 2021

With the need for social distancing, the number of people working from home is increasing by the thousands across the globe as the digital workplace becomes more of a requirement than a... Read More

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Is It Time to Do Away With the Agent Title?

By: Dave Michels | Published: July 21, 2021

Here are a few truths to consider about the role of a contact center agent: It’s a thankless, often entry-level, and micromanaged position, characterized by high turnover and burnout. Rather than being... Read More

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How Customer Effort is Measured

By: Jeff Rumburg | Published: July 20, 2021

The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to... Read More

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“Understand Your Customer...Before you Start Developing Processes.”

By: Craig Idlebrook | Published: July 19, 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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Just-in-Time Knowledge: How Self-Service Can Empower Customers and Contact Centers

By: | Published: July 15, 2021

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How Gender Imbalance Can Impact Your Organization

By: Alma Miller | Published: July 14, 2021

Recently, I was on a business trip to visit one of my client’s sites. The client was holding a large meeting for everyone on the program to introduce some changes that were... Read More

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What Agents Want: 10 Must-Haves To Attract Great Talent

By: Mark Pereira | Published: July 13, 2021

From my time working, managing, and training in the contact center industry, I've been able to identify a few key things that the modern agent wants out of a contact center job:... Read More

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AI in the Contact Center: What Can Go Right and What Can Go Wrong

By: Steve Morrell | Published: July 12, 2021

AI is seen by many in the general public and media as being used to oust humans from their employment. A survey of over 200 US businesses for ContactBabel’s “Inner Circle Guide... Read More

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Advice on the Contact Center Supervisor Role From Those Who Lived It

By: Rose Polchin | Published: July 07, 2021

The experience of being promoted into a contact center supervisor role comes with a unique set of challenges. My own journey involved starting as a contact center representative, and being promoted into... Read More

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Tips for De-Escalating a Call With an Irate Customer

By: Mark Pereira | Published: July 06, 2021

Customer care can be difficult, especially when something goes wrong. Providing good customer service is one thing, but defusing a tense situation already in progress takes a lot of skills and conscious... Read More

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