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.
Do you currently offer 4 by 10-hour shifts?
June 08, 2017
How does your organization define a small contact center?
April 06, 2017
On average, how much time do your supervisors/managers spend coaching their team of representatives?
March 06, 2017
Which method do you feel is most effective for recruiting new agents?
February 08, 2017
What is your contact center's number one priority for 2017?
January 13, 2017
Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?
August 02, 2016
If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?
June 23, 2016
If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?
May 24, 2016
By what quality monitoring criteria do you measure an agent's ability to build rapport with a customer?
March 15, 2016
If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?
September 14, 2015
When scheduling contact center representatives, do you offer consecutive days off?
July 06, 2015
Are your supervisors currently scheduled (in a similar way as representatives are)?
June 02, 2015
Which of the following best describes the mood in your contact center?
February 13, 2015
When hiring a new contact center agent, which do you feel is most important?
January 12, 2015
Does your contact center use social media as a hiring & recruiting tool?
January 05, 2015
Does your contact center have a quiet room to encourage agent decompression?
November 14, 2014
Does your contact center celebrate Customer Service Week?
October 01, 2014
Is your company willing to sacrifice agent efficiency in order to increase customer satisfaction (CSAT)?
June 23, 2014
Do you currently offer live agent mobile support?
March 05, 2014
Do you believe customers want SMS support?
February 26, 2014 – Comments (1)
If you are unable to get an inquiry answered or issue resolved in a timely manner via social media, what is your next point of contact with a company?
February 19, 2014
As a customer, how quickly do you expect a response when reaching out to company for social support?
February 12, 2014
Do you believe customers seeking support in the social channel have higher expectations?
February 05, 2014
Does your contact center offer social media as a customer support channel?
January 29, 2014
As an online shopper, do you use chat for support?
January 22, 2014
Do you believe web chat will be more or less important in 5 years?
January 15, 2014
Do you view web chat primarily as a sales tool or as a customer service tool?
January 08, 2014
Which day/time would you be most likely to participate in an ICMI tweet chat?
December 22, 2013
Do you believe live chat can increase efficiency in the contact center?
December 18, 2013
Does your contact center offer live chat customer support?
December 11, 2013
What is the single most important metric for your contact center?
December 04, 2013
Do you have plans to use journey maps in your customer service efforts in 2014?
November 19, 2013
Do you use data to empower contact center managers with real-time key performance metrics?
November 13, 2013
Do you use customer preference data to determine and direct customers to the best agent(s) to handle their issue?
November 06, 2013
Do you use customer preference data to determine and direct customers to the best channel(s) to handle their issue?
October 29, 2013
As a general rule, do your agents support more than one customer service channel?
October 23, 2013
Does your contact center believe that happy agents make happy customers?
October 16, 2013
Does your contact center have remote agents?
October 08, 2013
Does your contact center celebrate customer service week?
October 02, 2013
How actively engaged do you consider your customers to be with your company?
September 25, 2013
Is customer engagement/loyalty an important priority in your organization?
September 18, 2013
Do you think customers will pay more for a better customer experience?
September 11, 2013 – Comments (1)
Does your contact center have a customer experience program?
September 04, 2013
When implementing new technology, what’s your contact center’s biggest challenge?
August 27, 2013
Do you proactively reach out to dissatisfied Self-Service customers through other channels?
August 21, 2013
How satisfied are your customers that use online/mobile Self-Service options compared with phone-based IVR self-service?
August 14, 2013
Do Self-Service customers expect a higher level of customer service than those from more traditional channels?
August 06, 2013
Does your contact center offer 24/7 support?
July 23, 2013
Do you feel that self-service can be a competitive differentiator?
July 31, 2013
How many bilingual agents does your contact center have?
July 17, 2013
Do you find the expectations of the U.S. customer to be more demanding than those of other cultures?
July 10, 2013
Does your contact center support at-home agents?
June 26, 2013
In which area do you think your contact center is strongest?
June 19, 2013
Does your contact center use gamification techniques for training?
June 13, 2013 – Comments (1)
May 28, 2013
Do you consider Mobile to be a necessary customer service channel?
May 22, 2013
Do you feel a Mobile Customer Service Strategy is a competitive differentiator?
May 10, 2013
Do you currently support Mobile as a customer service channel (transactional self-service, automated self-service and/or live agent)?
May 07, 2013
What is the most valuable capability of your current WFM software?
May 01, 2013
Do you offer Undertime in your call center?
April 24, 2013 – Comments (1)
Do you forecast agent shrinkage (measurement of time lost to things like breaks, vacation, training, lunch, holidays)?
April 17, 2013
Do you use agent surveys to gauge satisfaction with schedules, shift bids, and the workforce management team?
April 10, 2013
What system do you use to schedule your contact center agents?
April 04, 2013
Which metric is most appropriate to share with front-line agents?
March 27, 2013
Two-thirds of contact centers say access to real-time or nearly real-time metrics is a very important capability. How quickly do you review the majority of your metrics once they are generated?
March 20, 2013
How do you share your call center metrics with the rest of the company?
March 13, 2013
Which metric do you wish your contact center could measure more effectively?
March 06, 2013
What is the most important metric for your contact center?
February 27, 2013
Have you experimented with new and creative social service initiatives (e.g., Tweetups) to reduce some of your contact center volume?
February 21, 2013
Are your customer service reps being trained or coached to handle social media channels?
February 13, 2013
Who “owns” social customer support in your center?
February 06, 2013
What is the reality of social customer service at your center?
January 30, 2013 – Comments (1)
In terms of morale, which approach does your company more align with?
January 23, 2013
Do you survey agent satisfaction?
January 15, 2013
What is your monthly morale budget for agents?
January 08, 2013
How important is building a strong culture in your contact center?
January 02, 2013
Are there seasonal employees in your center this holiday season?
December 19, 2012
Does your center track repeat calls/contacts?
December 12, 2012
December 06, 2012
Does your contact center experience seasonal peak times?
November 28, 2012
Do you consider the culture at your contact center to be unique?
November 14, 2012
At what interval do you measure forecast accuracy?
November 07, 2012
How often do you conduct shift bids?
October 29, 2012
Who is responsible for real time management?
October 10, 2012
Is your contact center celebrating Customer Service Week this year?
October 02, 2012 – Comments (2)
Does your contact center have training and monitoring program for your coaches?
September 26, 2012
Does your contact center currently have an IVR in place?
September 11, 2012
What types of incentive/reward program does your contact center offer?
August 28, 2012
Does your business currently offer customer service through a mobile app?
August 22, 2012
What would you consider an industry “Game Changer” in the next five years?
August 15, 2012
How are you currently calculating base staff in your contact center?
August 08, 2012
Does your contact center have a formal Voice of the Customer (VOC) program in place?
August 01, 2012
Is your contact center currently using a Voice Analytics tool to route calls?
July 25, 2012
How often does your contact center update its customer access strategy?
July 18, 2012
Are you interested in certifying your agents on soft skills?
July 11, 2012 – Comments (1)
Is your contact center’s WFO solution aligned with your KPI goals?
June 20, 2012
What factor has the greatest impact on your center’s agent-to-supervisor ratio?
June 13, 2012
What is the top reason for agent attrition/turnover in your contact center?
June 06, 2012
Does agent satisfaction directly correlate with customer satisfaction?
May 29, 2012
Does your center use agent desktop tools?
May 22, 2012
Do you currently use e-learning techniques in your contact center?
May 15, 2012 – Comments (1)
Does your contact center measure abandonment?
May 08, 2012
Do the members of your call center’s team span multiple generations?
May 02, 2012
Is the blended call center model effective?
April 24, 2012
What KEY features do you look for when selecting a headset?
April 18, 2012
Does your call center have a good partnership with IT?
April 10, 2012
How do you measure first contact resolution (FCR)?
April 03, 2012
Do you have a formal performance management program in place?
March 28, 2012
Do your quality and training departments work closely together?
March 20, 2012
Is absenteeism a problem in your center?
March 13, 2012
What is your contact center's standard email response time?
March 06, 2012 – Comments (1)
Does your contact center have a formal process for benchmarking?
February 28, 2012
What is your contact center's top agent issue?
February 21, 2012 – Comments (2)
Which of the following Key Performance Indicators (KPIs) would you rank as more important?
February 15, 2012
Is agent adherence so bad that you feel like you need to time your agents' bathroom breaks?
February 08, 2012
Does your contact center measure "hold of holds", or the average hold time of callers placed on hold?
January 31, 2012
Does your contact center have a formal process for analyzing customer satisfaction survey results?
January 24, 2012
If your contact center was hacked, would you consider shutting off one channel to focus on another?
January 17, 2012
How often do you conduct customer satisfaction surveys?
January 11, 2012 – Comments (1)
How much time do you spend on your professional development each year?
January 04, 2012 – Comments (1)
Does your contact center prefer multi-skilled agents?
December 20, 2011 – Comments (1)
What would prompt your organization NOT to outsource call center operations offshore?
December 14, 2011 – Comments (1)
Has your contact center ever experienced a "fail" - an event that caused a major disruption in daily processes or business?
December 06, 2011 – Comments (1)
Does your contact center have a say in your organization's end of the year planning decisions?
November 29, 2011
Is your contact center planning a major technology purchase/implementation for 2012?
November 15, 2011 – Comments (2)
What rate of agent turnover do you experience in the contact center annually?
November 09, 2011 – Comments (2)
Is your contact center planning to expand in 2012?
November 01, 2011 – Comments (2)
What is the top challenge faced in your contact center?
October 26, 2011 – Comments (2)
Does customer feedback impact your contact center's quality metrics and agent performance scoring?
October 18, 2011 – Comments (1)
When your center wants to cuts costs, where is the first place it looks?
October 11, 2011 – Comments (3)
Does your contact center consider social media channels as knowledge management tool?
October 05, 2011 – Comments (2)
Are you planning to celebrate Customer Service Week in your call center?
September 27, 2011 – Comments (4)
Do customer satisfaction surveys have an impact on your call center's performance?
September 21, 2011 – Comments (2)
Do you have a formal and consistent program for recognizing and rewarding agents in your call center?
September 13, 2011 – Comments (5)
How often do you schedule agents training or training refresher courses?
September 07, 2011 – Comments (2)
Would your call center be willing to add home agents to its workforce?
August 31, 2011 – Comments (4)
What part of your organization handles your social customer service/social media (Twitter, Facebook, LinkedIn, etc.)?
August 24, 2011 – Comments (3)
How secure do you feel about your job right now?
August 17, 2011 – Comments (1)
Can the call center environment (think people and culture) be a strong motivator for agents?
August 10, 2011 – Comments (3)
Does your call center have robust lines of communication with executives and other divisions in the organization?
August 02, 2011 – Comments (2)
Does your call center have a formal business continuity/disaster recovery plan?
July 28, 2011 – Comments (2)
Do you employ offshore agents in your call center?
July 19, 2011 – Comments (2)
What size is your call center?
July 12, 2011 – Comments (2)
Does your center have a formal Quality Assurance program with dedicated monitoring staff and analyst(s)?
July 05, 2011 – Comments (1)
Does your call center offer selling/up-selling/cross-selling?
June 28, 2011 – Comments (3)
What type of call center are you in?
June 22, 2011 – Comments (2)
Is your contact center a partner in your organization's social media strategy?
June 17, 2011 – Comments (1)
Does your organization outsource any call center services or operations?
June 07, 2011 – Comments (1)
Where do you find your supervisors?
June 01, 2011 – Comments (2)
What is your contact center’s supervisor-to-agent ratio?
May 26, 2011 – Comments (3)
What methods does your contact center use to get feedback from customers?
May 20, 2011 – Comments (4)
How did you set your contact center's service level?
May 12, 2011 – Comments (2)
What is your contact center’s first call resolution rate?
May 10, 2011 – Comments (2)
Does your contact center measure first-call resolution?
May 09, 2011 – Comments (2)
On average, how many applications do your agents use to manage a customer interaction?
June 05, 2013