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Call Center Resources & Insight

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Article
How Technology Can Help in a Work-From-Home Contact Center
By: Brian Cotter  |  Published: October 27, 2020
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
Between the Lines: Analytical Reading Skills in Customer Service | #ICMIchat Rundown (October 20, 2020)
By: The Editors  |  Published: October 21, 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
Article
What’s the Big Idea? Leading Innovation and Changes That Stick | #ICMIchat Rundown (October 6, 2020)
By: The Editors  |  Published: October 09, 2020
Leading organizational changes is never easy, and significant transformations are incredibly prone to failure. With ICMI's Contact Center Expo: A Digital Experience right around the corner, you're sure to be inspired with... Read More
Article
Project Management is Needed Now More Than Ever
By: Josh Streets  |  Published: September 22, 2020
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
Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
By: The Editors  |  Published: September 16, 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
Webcast
Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future
By: IBM  |  Published: September 16, 2020
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Article
Here are Some Tips on How Best to Support Remote Contact Centers
By: Simon Black  |  Published: September 15, 2020
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
The Surprising Value of Accurate Language Screening
By: Brigham Tomco  |  Published: August 11, 2020
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
Article
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
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