Call Center Resources & Insight

Sort By:

Andrew Gilliam, ICMI Featured Contributor

By: Andrew Gilliam | Published: April 02, 2020

Being productive outside of your regular work environment is challenging, no matter where that is. At a previous employer, we were never routinely allowed to work from home. However, there were... Read More

Article

Avoiding Overcommitment: Managing Your Workload | #ICMIchat Rundown (March 31, 2020)

By: The Editors | Published: April 01, 2020

Now more than ever, professionals are struggling to balance unexpected demands with day-to-day operations. Surprises are around every corner, making it harder and harder to keep promises to our stakeholders and ourselves.... Read More

Article

The 8 Forms of Wasted Effort in a Contact Center

By: Chris Hanna | Published: March 26, 2020

Contact center leaders, it's time to get out those scissors and cut non-value-added activities to drive continuous improvement. If you can eliminate waste, you will ensure that only value-added work remains,... Read More

Article

When the Plans Don't Fit the Situation: #ICMIchat Rundown (March 24, 2020)

By: The Editors | Published: March 25, 2020

We live in interesting times, but luckily it's business as usual for #ICMIchat. On March 24, Roy Atkinson and our community of contact center and customer experience experts reunited to explore how... Read More

Article

The Emergency Response Team of Your Business - What You Need to Know

By: Andrew Gilliam | Published: March 18, 2020

A robust business continuity plan can take months, even years, to construct. If your business already has an emergency and continuity plan, you should familiarize yourself with it and become an active... Read More

Article

How to Plan to Prepare Your Contact Center for Disaster-Related Disruption

By: Mike Hanson | Published: March 03, 2020

With the possible disruptive effects of the coronavirus at the forefront of our minds, many contact center communities are reviewing their disaster readiness preparation. To help with that conversation, we have... Read More

Article

13 More Fearless Predictions for the Future of Contact Centers

By: The Editors | Published: February 24, 2020

All this winter, we are asking our featured contributors to offer their near-term predictions of the future of contact center-industry customer service. Here is what four of our contributors predicted: Murphy... Read More

Article

The Future of Contact Centers, as Shaped by Current Trends

By: Craig Idlebrook | Published: February 13, 2020

On January 22, ICMI Service Management and Support Industry Analyst Roy Atkinson hosted a webinar entitled “2020 Vision: Contact Center Trends to Watch.” The event was sponsored by Serenova. During the... Read More

Article

Your Budget is a Discussion. Get to the Point!

By: Todd Hixson | Published: February 06, 2020

George, the barber in the little town I grew up, was a gifted storyteller, and it was entertaining to listen to George elaborate in great detail about his endeavors. However, he... Read More

Article

Put Us Out of Our Misery: The End of Customer Service Email?

By: Leslie O'Flahavan | Published: January 14, 2020

Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

View More Content