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5 Omnichannel Lessons Learned the Hard Way
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2020 Vision: Contact Center Trends to Watch

Looking Back to See the Future
I was asked by ICMI to take a look back in the last decade to forecast where we will end up in 2020 and beyond. I am a forecaster by trade, and... Read More

I Have a Customer Care Dream
The middle of January always invokes the incomparable “I Have a Dream” speech by Dr. Martin Luther King Jr. Today, I’d like to adapt his words just a bit to apply the... Read More

Elevate Your Customer Experience with Omnichannel
The start of a new year—a new decade—is an exciting time. It signals a fresh beginning, the opportunity to let go of what doesn’t work, and evolve and improve what does. Now,... Read More

Meet the 2020 ICMI Featured Contributors
In 2018, we launched the ICMI Featured Contributor program. Each year since, a new roster of featured experts, from a variety of backgrounds, have shared their knowledge to help ICMI educate, inspire,... Read More

Put Us Out of Our Misery: The End of Customer Service Email?
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

Make Your 2020 Resolutions Come True...Right Now!
The beginning of a new year is a great time to reflect on accomplishments of the past and energize ourselves for future pursuits. It's an ambitious-minded time of year for many of... Read More

Coming Soon in the 2020s: Increased Workplace Flexibility
During the last decade, contact centers have begun to embrace increased workplace flexibility, allowing employees to work remotely. With technology continuing to improve, mixed with more companies going global, there’s been a... Read More

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