Yearly Archives: 2018
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>The Nature of Contact Center Work
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable...
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 >>>TEDx Talk: Thriving in an Always-on World
September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...
Read More >>>Reinforce the “Power of One”
Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...
Read More >>>Forecasting the Customer Contact Workload
Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>Interpreting Benchmarks
10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
Read More >>>Essential Metrics for the Service Operation
There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to...
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...
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