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Call Center Resources & Insight

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Webcast
How to Optimize Productivity, Effort, and Service by Transforming the Agent Experience
By: Twilio  |  Published: December 16, 2020
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Article
How to Build an Effective Training Program
By: Mike Hanson  |  Published: December 02, 2020
One of the things that managers regularly face is how to keep their staff up to date on current processes, technology, or business knowledge. Many businesses have established training departments designed to... Read More
Article
Contact Center Leaders Must Avoid Burnout, Too
By: Mark Pereira  |  Published: December 01, 2020
“Highly engaged employees make customer experiences. Disengaged employees break it.” - Timothy Clark. And to this I will add that most times, it’s the leader or manager that encourages employee engagement. But... Read More
Article
The Pandemic Accelerated Change in the Contact Center Industry
By: Ljubica Lucia Darnell  |  Published: November 30, 2020
COVID accelerated the transformation of contact centers, and industry leaders have been forced to make many quick changes - beginning with adapting to new technology, investing in new communication channels, and adjusting... Read More
Article
Include Your Team’s Input in Decision Making to Increase Buy-in
By: Vicki Brackett  |  Published: November 25, 2020
In our current business climate, companies are driving new technology initiatives to streamline the CX journey. Leaders spend months determining business requirements for new technology, and then it’s time for implementation by... Read More
Article
Don’t Cling to a Lifeless Script for Calls
By: Kay Phelps  |  Published: November 24, 2020
This article first appeared on the blog for Edify.  “I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t. Here’s the backstory. When my husband and I... Read More
Research
180 Days Later: Reflecting on People, Preparedness, and Performance in the Wake of COVID-19
By: ICMI  |  Published: November 24, 2020
Article
Contact Center Leaders Should Take Time to Take Stock
By: Bob Furniss  |  Published: November 23, 2020
Radar is designed to allow one to see what is unseen just beyond the horizon. Once something is identified on the radar, action is almost always required – move one way or... Read More
Article
Good-bye 2020: Don’t Let The Door Hit You | #ICMIchat Rundown (November 17, 2020)
By: The Editors  |  Published: November 19, 2020
This year was lauded as "the year of seeing clearly," and it lived up to these accolades in ways that no one could have anticipated. We entered 2020 with grand plans, big... Read More
Webcast
Smarter, Not Harder: Why Some Contact Centers Thrive in the New Normal
By: Bold360  |  Published: November 18, 2020
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