Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant...
Read More >>>Tag Archives: ICMI
The Measures Every Contact Center Should Have
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and...
Read More >>>Shaping Your Customer Access Strategy for Social Media
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often...
Read More >>>Perspective on First Call Resolution
First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of...
Read More >>>Leading organizations are restructuring for better service
Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. This is causing enormous internal structural change...
Read More >>>History’s Most Powerful Consumer Movement?
Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now...
Read More >>>The Power of Good Questions
Are we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we...
Read More >>>Consistent Performance
If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. And the...
Read More >>>And Now for Some… ahem… Breaking News…
A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession –...
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