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Call Center Resources & Insight

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Article
When it Comes to Frontline Agents, Empowerment is a Meaningless Term
For 20 years, I’ve been delivering writing courses for frontline customer service agents, and I consider myself their biggest fan. And their champion. And their protector. I have seen their versatility, expertise,... Read More

Article
Automation Cannot Completely Replace Human Interaction in the Contact Center
I spent a lot of my early career wondering not if, but when robots would take over my job and leave me unemployed. In contact centers, we are currently trying to figure... Read More

Article
When Expanding Globally, Don’t Lose Sight of Customer Experience
If your organization is getting ready to go global, or you are executing a CX strategy within a global organization, ask yourself if you have a CX strategy that recognizes the cultural,... Read More

Article
Three Rules for Adapting Agents to the Omnichannel Experience
Nobody excels at everything. We all have our strengths and weaknesses, and the best of us know how to navigate those skills and work them to our advantage. It’s no different in... Read More

Article
Driving Revenue Through the Contact Center
Service and sales are more interconnected than before, especially in an era where the customer has a wealth of information and competition is abundant. To add another strategic weapon in a company’s... Read More

Webcast
Delivering Digital Customer Experiences for the New Normal
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Article
Stop Scoring Calls and Start Grading Customer Experience
It’s 3pm on a Wednesday afternoon, and the internal Quality Assurance (QA) team, along with a few chosen members of Operations and Training, are gathering around the phone ready for the eagerly... Read More

Article
Here’s What to Know About Working in a Contact Center
I often get asked by people who are curious what it’s like working in a contact center. After being in the contact center world for nearly eight years; I decided to compile... Read More

Article
12 Better Ways to Start a Customer Service Email
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they... Read More

Article
Here are Tips to Create Effective Contact Center Scripts
When prospects, customers, or potential customers call your customer service, you want to make sure you're ready. Maintaining a conversation with them can be quite a challenge, but not when you use... Read More

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