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Call Center Resources & Insight

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Quantity vs. Quality in the Contact Center
Look in any industry, business, or corner of pop culture, and rivalries are everywhere. Microsoft vs. Apple. Coke vs. Pepsi. Marvel Comics vs. DC Comics. Ford vs. GM. Within contact centers, there... Read More

Article
Making a Good Contact Center Coach | #ICMIchat Rundown (August 11, 2020)
Developing employees is one of a leader's most noble and crucial tasks. To achieve the outcomes we desire for our team, everyone occasionally needs a little feedback, direction, and encouragement. Coaching is... Read More

Article
Four Tips to Avoid Contact Center Burnout
When you started out in the contact center industry, you found the work to be interesting and exciting. Unique scheduling options and diverse coworkers were great perks of the job. Over the... Read More

Article
The Surprising Value of Accurate Language Screening
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
Keep The Social Media Lights On in Customer Care
The blue summer sky darkened to charcoal gray. Lightning cracked once, then twice. On the second crack, our power went out. As the minutes ticked by slowly in the dark, humid house,... Read More

Article
Future Focused: Promoting Contact Center Careers | #ICMIchat Rundown (August 4, 2020)
Contact centers are great environments for beginning or continuing your career, but they don't always have the best reputation with job seekers. Some hesitation is understandable. As consumers, we all have our... Read More

Article
Make Contact Center Schedules More Flexible During Times of Turbulence
Contact center scheduling always is a challenge between meeting the needs of the customers and those of our agents. The goal is to try and meet both, but anyone who's worked in... Read More

Article
Helping People with Disabilities Join the Contact Center Workforce
We invited Kate Brouse from NTI@Home to share about her nonprofit, which makes a unique contribution to the contact center industry.  When Erin Blunt and Jack Sands founded a call center company... Read More

Article
How to Set Quarterly Goals to Show ROI at Your Contact Center
Say it with me: if you have more than three priorities, you have no priorities. After months of hustling hard to hit lofty goals, my team at Sharpen started chanting the above... Read More

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