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Article
Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 2020)
By: The Editors  |  Published: September 23, 2020
Most managers could happily go without addressing bad behavior, but it's a necessary part of the job. Everyone suffers when employees break the rules, don't stay on task, or cut corners in... Read More
Article
Take Action on Customer Surveys or Don’t Survey at All
By: Bob Furniss  |  Published: September 23, 2020
Customer surveys have become the norm whenever we shop, call, or engage online. Recently, I’ve had several situations in which the survey questions, and the lack of response after the surveys, have... Read More
Article
Project Management is Needed Now More Than Ever
By: Josh Streets  |  Published: September 22, 2020
In today’s fast-paced business environment, organizations are constantly pressured to adapt to changing market conditions and changing priorities. Organizations have shifted to agile environments, but is it enough given the rapid acceleration... Read More
Article
Don’t Overlook the Importance of Contact Center Leadership
By: Lloyd Thomas  |  Published: September 21, 2020
Your contact center has been operating for years, and you still have not achieved the success you want with customer service. You can’t figure out why. You’ve tried everything - implementing metrics,... Read More
Article
Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
By: The Editors  |  Published: September 16, 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
Webcast
Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future
By: IBM  |  Published: September 16, 2020
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Article
Five Concrete Ways to Measure Customer Experience
By: Nate Brown  |  Published: September 16, 2020
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
Article
Here are Some Tips on How Best to Support Remote Contact Centers
By: Simon Black  |  Published: September 15, 2020
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
Article
Eight Ideas to Put Quality Management at the Heart of Your Contact Center
By: Rebecca Gibson  |  Published: September 14, 2020
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
Article
That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
By: The Editors  |  Published: September 09, 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
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