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Call Center Resources & Insight

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When Expanding Globally, Don’t Lose Sight of Customer Experience
If your organization is getting ready to go global, or you are executing a CX strategy within a global organization, ask yourself if you have a CX strategy that recognizes the cultural,... Read More

Article
Pandemic Lessons in Parenthood and Leadership
I spent much of the past year working from my home office, with my middle schooler down the hallway in class remotely, and my spouse working from the library downstairs. It was... Read More

Article
A Risk Management Approach to Transform Change Management
This article first appeared in HDI.  I want to share an approach with you I've used in improvement registries and project and task prioritization. Most significantly, this approach is a great way... Read More


Article
How Agile Metrics Can Turbocharge Service Delivery and Customer Satisfaction
What metrics are your team chasing this week in hopes that they will meet or exceed the organizations’ desired performance and customer satisfaction goals? Number of touches to a ticket? Time to... Read More

Article
How to Help New Contact Center Agents Succeed
A month ago, I called up my insurance company trying to find out why my premiums went up. This was after replacing my old car with the new one - both are... Read More

Article
Trade Shift Bidding for Flexible Scheduling
Most contact center organizations have used the process of shift bidding for decades. With the pandemic, however, times have changed, and perhaps it’s time to trade in shift bidding thinking for a... Read More

Article
Involve Contact Center Agents in the QA Process
One of the major challenges for most contact centers these days is how to align with the agents when it comes to the internal and external scoring process. What does “good”/”pass”/”80%” look... Read More

Article
5 Skills of a Successful Contact Center Agent
Working in a contact center can be both difficult and rewarding, but not everyone is up to the challenge. The most successful contact center employees have a deep desire to help. This... Read More

Article
Email is for Information, Not Communication
When I deliver certification training, I make it a habit to ask the class if there are any bullet point items on the slides that particularly speak to them. Through hundreds of... Read More

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