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People Management

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Webcast
Challenges in Quality Management: Finding the Scope
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Article
Contact Center Agents: From Heroes to Superheroes
  They’re on the front lines every day, charged with managing (sometimes angry) customers, solving complex problems, and juggling multiple systems. They’re asked to be brand ambassadors,responsible for building long-term loyalty by... Read More

Article
What to Know About Customer Journey Mapping and the Omnichannel Experience
  You think you know your customers, but do you know who they are in the omnichannel experience? As omnichannel communication becomes the norm for customers to interact with brands, the exercise... Read More

Article
A Skill Isn’t "Soft" If You Use It All the Time in a Contact Center
  I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know customer... Read More

Webcast
5 Omnichannel Lessons Learned the Hard Way
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Article
Insights from #ICMIchat
  Each Tuesday, ICMI hosts #ICMIchat on Twitter - it’s a chance for contact center professionals to crowdsource ideas for providing great customer service and smooth operations. The Twitter chat is hosted... Read More

Article
#ICMIChat Prep: Promoting Positive Perspectives
Your attitude can affect everything from the quality of your work to how you communicate with others. It might even make a difference in how you feel at the end of a... Read More

Article
The Future of Contact Centers, as Shaped by Current Trends
  On January 22, ICMI Service Management and Support Industry Analyst Roy Atkinson hosted a webinar entitled “2020 Vision: Contact Center Trends to Watch.” The event was sponsored by Serenova. During the... Read More

Article
10 Things to Look Forward to at ICMI Contact Center Expo 2020
  The February 21 early-bird deadline for the ICMI Contact Center Expo is quickly approaching! With this in mind, we thought it might be motivational to share some of the great things that... Read More

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