Call Center Resources & Insight

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A Risk Management Approach to Transform Change Management

By: Cyrus Howells | Published: April 05, 2021

This article first appeared in HDI. I want to share an approach with you I've used in improvement registries and project and task prioritization. Most significantly, this approach is a great way... Read More

Article

Involve Contact Center Agents in the QA Process

By: Paul Catherall | Published: March 23, 2021

One of the major challenges for most contact centers these days is how to align with the agents when it comes to the internal and external scoring process. What does “good”/”pass”/”80%” look... Read More

Article

Thinking How to Shift From a Contact Center to an Experience Center

By: Josh Streets | Published: March 08, 2021

For those on the bleeding edge of contact center development, the last decade has been a wild ride. Many of us in the industry shifted through a few different gears and we’re... Read More

Article

Take Our Workforce Management Survey for a Chance to Win!

By: The Editors | Published: March 08, 2021

This last year brought unprecedented challenges to those working to ensure that contact centers are rightly staffed — a dispersed workforce, disrupted schedules, and unpredictable customer demand. In 2017, the last time... Read More

Article

How to Help Your Contact Center Team Handle Omnichannel Expectations

By: Veronica Krieg | Published: February 17, 2021

Every day when I wake up, I have a decision to make: Do I check my unread texts, my flooded email inbox, or my Slack messages, first? You’d think that while I... Read More

Article

6 Critical Elements for Contact Center Security

By: Brent Whitfield | Published: February 01, 2021

To build up a strong cybersecurity defense for your contact center network, you must identify exactly how customer data and privacy may be at risk. Understanding the risk profile will help contact... Read More

Webcast

Ready for Anything: How Proactive Contact Centers Stay Ahead of the Curve

By: NICE-inContact | Published: January 27, 2021

Article

Final Thoughts: Big Ideas for Moving Forward | #ICMIchat Rundown (January 12, 2021)

By: The Editors | Published: January 13, 2021

Over the years, #ICMIchat has brought out contact center and customer experience professionals' most profound insights into operations, leadership, and customer service. Every week, our participants challenged us to think differently about... Read More

Article

Creating Company Culture Through Knowledge-Centered Support

By: Ron van Haasteren | Published: January 05, 2021

This article was first published in HDI. Last year I traveled the world and talked about defining an organizational culture that is great for service excellence. These discussions were not about a... Read More

Article

5 Ways to Overcome Contact Center "If Onlys"

By: Jeremy Watkin | Published: December 29, 2020

Best of ICMI articles in 2020 - #2 Have you caught a case of the “if onlys” in your contact center? When it comes to contact center technology, the “if onlys” are... Read More

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