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...
Read More >>>Tag Archives: ICMI
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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>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...
Read More >>>The 12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the...
Read More >>>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...
Read More >>>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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