How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...
Read More >>>Monthly Archives: October 2017
Does Your Executive Team Understand Staffing Tradeoffs?
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...
Read More >>>Skills-Based Routing: 5 Common Problems You Can Avoid
The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Cultivating a Customer-Focused Culture
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>