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Call Center Resources & Insight

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Good-bye 2020: Don’t Let The Door Hit You | #ICMIchat Rundown (November 17, 2020)
This year was lauded as "the year of seeing clearly," and it lived up to these accolades in ways that no one could have anticipated. We entered 2020 with grand plans, big... 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
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

Article
What’s the Big Idea? Leading Innovation and Changes That Stick | #ICMIchat Rundown (October 6, 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
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)
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
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
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

Article
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

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