Call Center Resources & Insight

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Ready for Anything: How Proactive Contact Centers Stay Ahead of the Curve

By: NICE-inContact | Published: January 27, 2021

Article

Here are Tips to Create Effective Contact Center Scripts

By: Nicole Garrison | Published: January 18, 2021

When prospects, customers, or potential customers call your customer service, you want to make sure you're ready. Maintaining a conversation with them can be quite a challenge, but not when you use... Read More

Article

Final Thoughts: Big Ideas for Moving Forward | #ICMIchat Rundown (January 12, 2021)

By: The Editors | Published: January 13, 2021

Over the years, #ICMIchat has brought out contact center and customer experience professionals' most profound insights into operations, leadership, and customer service. Every week, our participants challenged us to think differently about... Read More

Article

Putting the Technology Cart Before the Horse Can Cripple Work-at-Home Environments

By: Vicki Brackett | Published: January 13, 2021

Technology is critical, as it supports employees and the processes that drive the customer experience. It can both enhance experiences and save hundreds of thousands or even millions of dollars on labor... Read More

Article

How to Develop A Successful Customer Service Bot Strategy - Part 2

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI In the first part of this guide on how to implement customer service bots within an omnichannel experience, we discussed how to set parameters for what... Read More

Article

How to Develop A Successful Customer Service Bot Strategy - Part 1

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI. I recently learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy... Read More

Article

Six Metrics Which Matter for Measuring Contact Center Agents

By: Veronica Krieg | Published: January 06, 2021

Teams who work toward a clear, shared set of service KPIs are more engaged and productive on the job, but about 80% of employees feel like they can’t actually impact their performance... Read More

Article

Creating Company Culture Through Knowledge-Centered Support

By: Ron van Haasteren | Published: January 05, 2021

This article was first published in HDI. Last year I traveled the world and talked about defining an organizational culture that is great for service excellence. These discussions were not about a... Read More

Article

Cultivate a Positive Collective Mood at Your Contact Center

By: Mark Pereira | Published: January 04, 2021

When I took calls as an agent and was moved to a new section of the contact center, I was struck by how tired I felt after my shift. It was my... Read More

Article

Three Fun Ways to Help Your Contact Center Workforce Understand The Importance of Schedule Adherence

By: Vicki Herrell | Published: December 30, 2020

Best of ICMI Articles in 2020 - #1 As workforce management professionals, we all know the difference that just one agent can make in our net staffing, and that’s true no matter... Read More

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