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ICMI's 14 Most Beloved Articles of 2014: Part One

It’s hard to believe, but 2014 is rapidly drawing to close.  What a great year it’s been here at ICMI, and for the contact center community as a whole!  We had record breaking attendance at  both Contact Center Expo and Conference  and Contact Center Demo and Conference this year. We launched a brand new Twitter chat (#ICMIchat) for our community, conducted three major research studies, and published countless articles and infographics. 

As we reflect on all that happened for the contact center in 2014, we’d like to take a look back at some of our most beloved articles of 2014, and to thank all of the amazing contributors who shared their expertise with the ICMI community this year. These articles generated quite a bit of buzz on social media and were particularly popular with our readers. 

Below are the first five of the 14 most beloved articles of 2014.  Check back over the next two weeks as we continue the countdown.

Want to see your name on this list next year?  Find out how you can become an icmi.com contributor.

Happy reading, and happy holidays from everyone here at ICMI!

14. 3 Pitfalls to Avoid When Writing Customer Surveys, by Lauren Pragoff

How confident is your contact center in the results of customer surveys? In this article Lauren Pragoff shares three common pitfalls that can lead to biased survey data—and tips on how to avoid them.

13. No More Excuses! How to Make Time for Agent Coaching, by Matt McConnell

Finding time to proactively coach agents to ensure they are motivated and engaged can be a challenge. How can supervisors eliminate the time wasters that prevent them from making coaching a priority, while at the same time leveraging a real-time approach to effectively reinforce positive behavior and help agents overcome their fear of being monitored and coached?  Matt McConnell offers up some advice.

12. 10 Scheduling Strategies to Optimize Your Workforce, by Janae Forshee

The job of a contact center workforce manager is not an easy one.  Between forecasting anticipated contact trends, scheduling agents to match volume peaks and trying to keep everyone “balanced “ with intra-day activities and events, things can get a little crazy.  Here are 10 strategies that will help to better optimize your workforce.

11. Quality’s Not Dead, by Justin Robbins

Is your quality management program broken?  If so, you’re not alone.  The good news?  There is hope!  Quality is not dead.  Justin Robbins shares seven steps that you can take to improve the impact and effectiveness of your QM program.

10. The Impact of Mobile Technologies on the Contact Center, by Ann Ruckstuhl

Mobile device adoption continued to grow exponentially this year.  But is the contact center keeping pace with mobile technology trends?  Ann Ruckstuhl shares five mobile mega forces at work today that are impacting the contact center and customer experience management at large.

Check back next week as we reveal the next four articles on the list!