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We're All Tired of Being Badgered
There's a line of thinking in the CX world that every customer wants to be "wowed," and that this is how you both gain loyalty and new customers. But what does "wowed"... Read More

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The Options for Getting Contact Center Capabilities into Microsoft Teams
This article was originally published in No Jitter, a partner publication. For enterprises that are looking to get the most out of their current (or future) contact center service and Microsoft Teams... Read More

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Support the Mental Health of Your Frontline Managers
Every now and then, a friend of mine who manages contact center operations shares the reasons he has had a long day. It almost always has to do with a personnel crisis.... Read More

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Using KM to Onboard and Train Agents Remotely
Many of us don’t make the most of our existing tools and instead reach eagerly for a shiny new one. However, the software you already have often can serve other purposes. Knowledge... Read More

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Study Finds Employee Retention is the Functional Problem
This article was originally published in nojitter, a partner publication. Workforce optimization platform Calabrio recently published its Health of the Contact Center 2021 report, which discusses the current state of the contact... Read More

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Constructively Use Chatbots to Augment Customer Experience
As consumer demand continues to move away from traditional brick and mortar stores to retail-specific applications that enable 24/7 buying, new formats of communication between businesses and customers have emerged. Customers now... Read More

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Remote Workers Need Better-Than-Average Writing Skills
Whether you and your team are working remotely a couple of days per week or you’re remote every day, you’ve probably found that being remote has made you better at some tasks... Read More


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How to Recruit and Retain Top Contact Center Talent
The Great Resign has given way to The Great Recruitment, as companies vye fiercely in the job market for qualified personnel. We recently put out a call to contact center thought leaders... Read More

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Contact Center Decisions Reach the Highest Levels
This article first appeared in nojitter, a partner publication. The stakes are high when it comes to improving customer experience (CX), and we’ve seen more evidence lately that IT and technology are... Read More

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