Call Center Resources & Insight

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Do You Have the Time? Resetting Customers’ Clocks | #ICMIchat Rundown (July 28, 2020)

By: The Editors | Published: July 29, 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

Article

How to Create a Policy Statement for Work-at-Home Agents

By: Kay Phelps | Published: June 30, 2020

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

Article

ICMI Virtual: A Summit for Contact Center Professionals

By: Andrew Gilliam | Published: June 23, 2020

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

Whitepaper

Making the Most of Extraordinary Circumstances: Optimizing Contact Center Operations

By: Genesys | Published: June 18, 2020

Article

What Are Contact Centers? Defining Maturity and Value | #ICMIchat Rundown (June 16, 2020)

By: The Editors | Published: June 17, 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

Article

Signs Your Contact Center Has a Knowledge Management Problem

By: Chris Rall | Published: June 10, 2020

Knowledge management isn’t something you hear about on tv. Despite sounding dry or even academic, it’s one of those things we don’t notice when everything works, and often even don’t suspect when... Read More

Article

3 Ways to Drive Flexibility in Your Support Team

By: Jim Roth | Published: June 02, 2020

Sponsored post Due to the shelter-in-place orders, I have more time for two of my hobbies: picking stocks and riding my Peloton bike. One wouldn’t think these would go together, but I... Read More

Article

How to Maintain Your Cybersecurity When Your Employees Work From Home

By: Annie Button | Published: May 28, 2020

Remote working has increased the cybersecurity risks for organizations, with employees no longer enjoying some of the protections that they had in the office. Due to a less consistent security practice and... Read More

Article

An Expanded Home-Based Contact Center Workforce Could Lead to Increased Identity Theft

By: Jason Sterns | Published: May 19, 2020

The rapid transition demonstrated by the contact center industry to adapt to the COVID-19 pandemic was, quite honestly, amazing. However, our industry never gets a chance to rest. Once we solve one... Read More

Article

How to Preserve a Contact Center Culture in the WFH Shift

By: Corey Klein | Published: May 12, 2020

We moved from a 100% in-office culture to a 100% remote environment in a little less than two weeks. Our goal in this endeavor was to ensure more than a technologically seamless... Read More

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