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Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 2020)
Most managers could happily go without addressing bad behavior, but it's a necessary part of the job. Everyone suffers when employees break the rules, don't stay on task, or cut corners in... Read More

Article
Take Action on Customer Surveys or Don’t Survey at All
Customer surveys have become the norm whenever we shop, call, or engage online. Recently, I’ve had several situations in which the survey questions, and the lack of response after the surveys, have... Read More

Article
Project Management is Needed Now More Than Ever
In today’s fast-paced business environment, organizations are constantly pressured to adapt to changing market conditions and changing priorities. Organizations have shifted to agile environments, but is it enough given the rapid acceleration... Read More

Article
Don’t Overlook the Importance of Contact Center Leadership
Your contact center has been operating for years, and you still have not achieved the success you want with customer service. You can’t figure out why. You’ve tried everything - implementing metrics,... Read More

Article
Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
No word strikes fear into the hearts of customers and front-line agents like "outsourcing." Employees fear their jobs will be shipped to far off lands. Following prior bad experiences, customers hold contempt... Read More


Article
Five Concrete Ways to Measure Customer Experience
Customer experience (CX) can be a very overwhelming and confusing topic. It’s not customer service, but it does include customer service, as well as every other function for that matter. Often, this... Read More

Article
Here are Some Tips on How Best to Support Remote Contact Centers
As a recent FT article highlighted, “The image of a seamless, 24-hour global work ethic (from the contact center industry), relies to a great extent on humans in large offices – ‘butts... Read More

Article
Eight Ideas to Put Quality Management at the Heart of Your Contact Center
Your quality management (QM) program is probably well-established, with guidelines and definitions, rules, and ratings. But does it have a heart, one that contributes meaning and spark to how we think about... Read More

Article
That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
Rules are everywhere, and you can't escape them. Most of the time, they help things run smoothly and protect everyone's best interests, but sometimes they don't work out quite as they were... Read More

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