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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. This week #ICMIchat unmasks some... Read More

Article
5 Actions You Can Take to Become a More Effective Virtual Contact Center Leader
Being an inspirational leader was challenging enough in the past. However, new challenges have surfaced with the transition to virtual teams. For example, “Tom” (not his real name) led and coached his... Read More

Article
How Technology Can Help in a Work-From-Home Contact Center
The contact center has transformed rapidly since the global pandemic took hold. COVID-19 has rapidly accelerated the trend of virtual and hybrid call centers, at first with stay-at-home orders, and now with... Read More

Article
Here are Steps for Fostering True Diversity in Your Contact Center
We are at a point in history when social issues are at the forefront of every conversation, in every industry. It’s not a conversation that people can opt out of anymore, and... Read More

Article
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... Read More

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ICMI Announces Winners of the 2020 Global Contact Center Awards
Annual awards recognize the companies and individuals who exemplify leadership, vision and strategic accomplishments within the contact center industry. G. Todd Gladden was awarded the 2020 Lifetime Achievement Award.   SAN FRANCISCO,... Read More

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You Can Write a Five-Star Response to a One-Star Rating or Poor Review
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip’s out there, it’s hard to get your... Read More

Article
4 Tips to Improve Agent Morale in a Virtual Contact Center
Having finally cracked the logistical code of getting your entire workforce to do their jobs from the kitchen table, contact center leaders are now left with a new challenge: helping agents stave... Read More

Article
2020 ICMI Global Contact Center Award Winners Announced
  During the first-ever virtual ICMI Contact Center Expo, the winners of the 2020 ICMI Global Contact Center Awards were announced. Nate Brown, Chief Experience Officer of CX Accelerator, mc’d the virtual... Read More

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