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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: ICMI

October 14, 2022

The Psychology of Queues

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the...

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June 30, 2022

Do your goals and metrics foster employee engagement?

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...

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June 23, 2020

Empower Your Workforce to Fix Things for Customers

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the...

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November 6, 2019

When Building Your Brand, Be Yourself

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...

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August 7, 2018

How Management and Agent Roles Are Changing

Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between...

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July 20, 2018

15 Ways to Strengthen Your Contact Center

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take...

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June 14, 2017

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...

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March 28, 2017

Expert Insight from ICMI Thought Leaders

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find...

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December 12, 2016

How Do You Define Great Customer Service?

Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer...

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October 20, 2016

The 12 Principles for Building Profitable Customer Relationships

Over the past decade, ICMI has studied, codified and periodically published a summary of the...

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June 24, 2016

Hot Topic’s “Daily Huddle”

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...

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June 7, 2016

10 Customer Expectations You Can’t Afford to Ignore

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward)....

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Recent Blogs:

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  • Employee Engagement: The Key Driver and 4 More
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