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Call Center Resources & Insight

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Article
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

Article
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


Article
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

Article
Signs Your Contact Center Has a Knowledge Management Problem
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
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
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
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
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

Article
Crisis Communication Advice for Contact Center Leaders
Crises and remote work have something in common—the need for greater thoughtfulness, transparency, and communication. From planning your sharing strategy to disseminating your message, here is advice from experts for your contact... Read More

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