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What Sets the Best Managed Contact Centers Apart?

By Erica Marois | Date Published: January 25, 2019 - Last Updated December 03, 2019 | Comments

This May, Brad Cleveland will deliver an ICMI Contact Center Expo Session that reveals the ten characteristics of the best-managed contact centers. The session will be based on insight from his book Call Center Management on Fast Forward, which will be released in an updated edition this spring.

Ahead of the session and book release, we hosted an on the same topic this week. What do our community members think the best-managed contact centers have in common? Watch this quick video for some of the top answers from the January 22, 2019 #ICMIchat

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics: Best Practices

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