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Call Center Resources & Insight

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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
Article
ICMI Virtual: A Summit for Contact Center Professionals
By: Andrew Gilliam  |  Published: June 23, 2020
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
Whitepaper
Making the Most of Extraordinary Circumstances: Optimizing Contact Center Operations
By: Genesys  |  Published: June 18, 2020
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Article
What Are Contact Centers? Defining Maturity and Value | #ICMIchat Rundown (June 16, 2020)
By: The Editors  |  Published: June 17, 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
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