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Call Center Resources & Insight

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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

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

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

The Surprising Value of Accurate Language Screening
Sponsored post:   Operating a contact center efficiently and profitably is a difficult task. It is only made more difficult with unpredictable events such as COVID-19 that have accelerated the need for digital... Read More

Do You Have the Time? Resetting Customers’ Clocks | #ICMIchat Rundown (July 28, 2020)
Time is one of the few things we can never get back once it has passed; maybe that's why we're so scrupulous with how we spend it. Our customers' time is valuable... Read More

How to Create a Policy Statement for Work-at-Home Agents
Despite the urgency to quickly launch a work-from-home program for contact center agents, it’s essential to take time to create a robust policy statement. Why? Because this document is where you clearly... Read More

ICMI Virtual: A Summit for Contact Center Professionals
We launched ICMI Virtual on June 17 to tackle the challenges facing our evolving industry. Our sessions explored how contact centers can evolve their strategies, sustain their remote workforces, leverage metrics for... Read More

What Are Contact Centers? Defining Maturity and Value | #ICMIchat Rundown (June 16, 2020)
If you're reading this, there's a good chance you work in a contact center. Because the term is familiar to us, we often take for granted the discipline required to run an... Read More

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