ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

Join #ICMIchat Every Tuesday at 1 ET/10 PT

#ICMIchat logo

We Make Contact Centers Better, On Twitter
Every Tuesday
1 p.m. Eastern / 10 a.m. Pacific

#ICMIchat is the longest-running weekly virtual event for contact center and customer experience professionals. Each week, our community discusses the most pressing challenges and emerging trends facing our industry. Our weekly chats are a rare opportunity to connect with industry peers and respected experts in our field.

#ICMIchat is free to join, all you need is a Twitter account and about one hour a week. Don't worry about showing up a little late or stepping out a little early; chime in on topics as you're able to do so. You might even be featured in an #ICMIchat Rundown article.

Joining #ICMIchat is Easy

  1. Sign up for a Twitter account.
  2. Search for the latest #ICMIchat tweets, or use TweetDeck.
  3. Share your answers, beginning with A1, A2, A3... and hashtag your tweets #ICMIchat so everyone can see them, like in this example.
  4. Like, retweet, and engage with other participants. Have fun!

Coming Up December 8, 2020
Start the New Year by Harnessing
the Power of Conversation

What Our Community Is Saying

#ICMIchat is a great way to network with other professionals and discover new ideas for improving your contact center.

#ICMIChat has contributed a valuable network of trusted industry colleagues and friends that I can turn to for help, questions, advice.

#ICMIchat is the best use of an hour of your work week. You'll meet people you've long admired. You'll join in conversations that will shape your thinking and help you do your job.

Over the years I've received so much wisdom and encouragement from #ICMIChat. It's fun, fast-paced, and well facilitated with great topics!





Related Articles

Women engaged in discussion at conference table.
Start the New Year by Harnessing the Power of Conversation | #ICMIchat Preview (December 8, 2020)
Join Uniphore and Andrew Gilliam for a memorable holiday encore of #ICMIchat focused on the power of conversation. In this edition, we explore the value of conversation with customers, agents' role in creating positive experiences, and leaders' responsibility for their team's mental health.
12/4/2020

Fireworks in dark sky.
Good-bye 2020: Don’t Let The Door Hit You | #ICMIchat Rundown (November 17, 2020)
This year was lauded as "the year of seeing clearly," and it lived up to these accolades in ways that no one could have anticipated. We entered 2020 with grand plans, big ideas, and optimism for the future.
11/19/2020

Paper boats on hard surface.
Veteran’s Day: Becoming a Decisive & Inspiring Leader | #ICMIchat Rundown (November 10, 2020)
Leaders are all around us, influencing our lives at home, at work, and everywhere in between. Great leaders may inspire us, coach us toward our full potential, and help us become great leaders ourselves.
11/12/2020

Election Day: Democratic Decision-Making for Contact Centers | #ICMIchat Rundown (November 3, 2020)
Despite our best efforts, not all contests result in a win-win scenario. It's not always practical for everyone to have it their way, and it's never easy to accept the outcome of decisions that don't favor our side.
11/4/2020

BOO! Why Ghosting Still Haunts Customer Service | #ICMIchat Rundown (October 27, 2020)
Halloween is no excuse for scarily poor customer service, yet many organizations still play tricks, disappear into thin air like ghosts, and hide out in the woods.
10/28/2020

Woman reading book at a desk.
Between the Lines: Analytical Reading Skills in Customer Service | #ICMIchat Rundown (October 20, 2020)
Feeling heard and understood and providing accurate and thoughtful answers is at the core of customer service excellence. Why is it that some companies seem oblivious, while others appear to understand customer needs intimately? It often comes down to communication skills, namely analytical reading.
10/21/2020

Man looking at papers tacked to wall.
What’s the Big Idea? Leading Innovation and Changes That Stick | #ICMIchat Rundown (October 6, 2020)
Leading organizational changes is never easy, and significant transformations are incredibly prone to failure. With ICMI's Contact Center Expo: A Digital Experience right around the corner, you're sure to be inspired with new ideas and initiatives you'd like to launch within your organization.
10/9/2020

Pineapples in party hats.
Pizza Party Impossible: Celebrating Customer Service Week | #ICMIchat Rundown (September 29, 2020)
Customer Service Week is around the corner, and teams need a celebration more than ever before. A cynic might suggest this holiday was cooked up by marketing departments to sell greeting cards and trophies, but it's an excellent time to reflect on the value of your contact center.
9/30/2020

Football referee standing in front of crowd.
Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 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 customer service. Their coworkers must pick up the slack, customers don't get the help they need, and managers feel the stress of dreaded conversations to come.
9/23/2020

View of earth from space
Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 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 for companies who don't care enough to speak with them directly.
9/16/2020

Stack of large binders full of paper.
That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
Rules help things run smoothly and protect everyone's best interests, but sometimes they don't work out quite as they were intended.
9/9/2020

Man in suit sitting behind desk.
Show Me You Care: Listening and Appreciating Your Employees | #ICMIchat Rundown (September 1, 2020)
Labor Day is on its way, reminding leaders how important their employees are to our organization's success. Employee appreciation isn't something to be done once a year.
9/2/2020

Person adding coins to piggy bank.
Giving Away the Farm: Compensating Angry Customers | #ICMIchat Rundown (August 25, 2020)
When our products or services come up short, apologizing is the right thing to do. Many businesses take the extra step of offering monetary compensation or a gift to make up for bad experiences.
8/26/2020

Woman drawing on whiteboard.
Not What I Bargained For: Setting Customer Expectations | #ICMIchat Rundown (August 18, 2020)
Expectations are like heartbeats. Everyone has one, and they change depending on the situation. Understanding customer expectations is crucial to effective customer service and customer experience management.
8/19/2020

Businesswomen in a meeting
Making a Good Contact Center Coach | #ICMIchat Rundown (August 11, 2020)
Developing employees is one of a leader's most noble and crucial tasks. To achieve the outcomes we desire for our team, everyone occasionally needs a little feedback, direction, and encouragement.
8/12/2020

Wooden pathway through mountains.
Future Focused: Promoting Contact Center Careers | #ICMIchat Rundown (August 4, 2020)
Contact centers are great environments for beginning or continuing your career, but they don't always have the best reputation with job seekers. Some hesitation is understandable.
8/5/2020

Collection of clocks.
Do You Have the Time? Resetting Customers’ Clocks | #ICMIchat Rundown (July 28, 2020)
Our customers' time is valuable to them, and they expect us to make good use of the time they give us. How we manage customer time can make all the difference between a good and bad experiences.
7/29/2020

Developers looking at storyboard.
Service Sacrifices: Standards In Crisis | #ICMIchat Rundown (July 21, 2020)
Roy Atkinson led a thoughtful discussion about service standards in this week's #ICMIchat.
7/22/2020

vehicle dashboard
Today's Metrics: What's on Your Dashboard | #ICMIchat Rundown (July 14, 2020)
Contact centers thrive on their metrics, and customer experience professionals love their measurements.
7/15/2020

Women sitting across desk discussing work.
Wise Counsel: Helping Employees Overcome Personal Challenges | #ICMIchat Rundown (July 7, 2020)
This year has proven stressful on all fronts, and it's only natural that our employees are feeling the pressure both at home and at work.
7/8/2020

US flag
Declaring Independence: Empowering Agent Autonomy | #ICMIchat Rundown (June 30, 2020)
Employee empowerment is easier said than done. Empowerment presents challenges for both leaders and employees, and it requires immense trust in your colleagues.
7/1/2020

Worksheet displaying graphs.
Contact Center Quality: Assuring Great Experiences | #ICMIchat Rundown (June 23, 2020)
The best quality teams try to help agents be more successful in their jobs, not only by enforcing rules but also by identifying areas where systems and processes can be improved to make agents work easier.
6/24/2020

Team writing on a whiteboard.
What Are Contact Centers? Defining Maturity and Value | #ICMIchat Rundown (June 16, 2020)
#ICMIchat contemplates what attributes distinguish contact centers and drive their value.
6/17/2020

Desktop, laptop, and tablet computers on a desk.
Everyone’s Going Virtual: Leveraging Online Events | #ICMIchat Rundown (June 9, 2020)
Brands of all shapes and sizes were quick to create virtual events as social distancing disrupted physical communities. #ICMIchat shares how to make the most of these occasions.
6/10/2020

Sandy beach with trail of paw prints.
Being a Leader People Want to Follow | #ICMIchat Rundown (June 2, 2020)
Leaders touch our lives every day. They help us to be our best selves and guide our focus through tough times. #ICMIchat shared stories of leaders who inspire, unite, and drive us toward collective and individual successes.
6/3/2020

Empty small meeting room with video conference equipment.
Hiring Your Workforce Remotely | #ICMIchat Rundown (May 26, 2020)
Contact centers always need a steady flow of fresh talent. Recruitment, selection, and onboarding are some of the most critical functions of a contact center manager.
5/27/2020

Sticky notes arranged on a wall.
Contact Center Workforce Management | #ICMIchat Rundown (May 19, 2020)
When it comes to contact centers, people are the first ingredient. Having the right number of agents available at any given time is vital to your success.
5/21/2020

Office with empty cubicles.
Offices: Who Needs Them!? Should We Ever Go Back? | #ICMIchat Rundown (May 12, 2020)
Working from home has unique upsides for agents and employers alike. When it's safe to go back to the office, should you? #ICMIchat answers this question.
5/13/2020

Puzzle with missing piece
Connecting Agents With Purpose | #ICMIchat Rundown (May 5, 2020)
Mission. Vision. Values. Every company has them, but not every company's employees genuinely believe in them.
5/5/2020

Woman typing on laptop.
Communicating Effectively with Your Team | #ICMIchat Rundown (April 28, 2020)
Communication often tops the charts of things employees would like to see improved within their company. We asked contact center and customer experience leaders what really works for their teams.
4/29/2020

Gold coins
Panning for Gold: Maximizing Unstructured Feedback | #ICMIchat Rundown (April 21, 2020)
Customers aren't shy about telling us what they think, but only a fraction of customer sentiment can be captured in a survey. It's imperative that we're prepared to capture all feedback that customers share.
4/22/2020

Computer with open book and pencil.
Keep Your Skills Sharp: Train Virtually Anywhere | #ICMIchat Rundown (April 14, 2020)
Effective training is imperative to delivering remarkable experiences. Agents can't help customers if they're not well prepared themselves.
4/15/2020

Woman working from laptop computer on dining room table.
Boosting Agent Engagement | #ICMIchat Rundown (April 7, 2020)
NICE inContact joined #ICMIchat on April 7 to lead a discussion about boosting remote agent engagement in our new work from home reality.
4/8/2020

Person adding a sticky note to a day planner.
Avoiding Overcommitment: Managing Your Workload | #ICMIchat Rundown (March 31, 2020)
We asked contact center and customer experience professionals how they balance unexpected demands with day-to-day operations, and how they retain their sanity in the process.
4/1/2020

Chess board with pieces lined up.
When the Plans Don't Fit the Situation: #ICMIchat Rundown (March 24, 2020)
Roy Atkinson led the #ICMIchat community in reflecting how their business continuity plans, or lack thereof, aided in their response to the ongoing pandemic.
3/25/2020

leading
Eight Characteristics of Proactive Contact Center Leaders
A discussion among contact center thought leaders on the characteristics of proactive leadership in a recent #ICMIChat on Twitter. 
3/20/2020

old fashioned operators
The People and Skills Needed For Your Contact Center: #ICMIchat Rundown
In this past week's #ICMIchat discussion, contact center leaders discuss how to find the right agents to join their team, and the skills agents need to be successful,
3/11/2020

Women coaching
Contact Center Coaching Catastrophes: #ICMIchat Rundown
Contact center professionals come together to talk about what works and what doesn't when it comes to coaching the workforce. Spoiler: Listening is good, making someone cry in your office is bad. The discussion was part of the weekly #ICMIchat on Twitter. 
3/4/2020

Smiley face
Cultivating Happiness in the Workplace: #ICMIchat
On February 25, contact center and customer experience professionals converged in #ICMIchat to discuss what it takes to cultivate workplace happiness.
3/2/2020

positive attitude
#ICMIchat Rundown: Promoting Positive Perspectives
As part of a weekly Twitter discussion, participants weighed in on a weekly chat questions ranging from personal attitudes to organizational culture. Read what they had to say and learn how you can join in on future chats. 
2/24/2020

pretty birds
Insights from #ICMIchat
A look back at five great tweets from our recent weekly Twitter discussions. 
2/18/2020

Positivism
#ICMIChat Prep: Promoting Positive Perspectives
Get ready for an ICMI Twitter chat event on February 18 by taking a sneak peek into how you can make your workplace a better place to be. 
2/13/2020