Call centers (contact centers) are growing. Here are a few samples of recent news stories: WLBZ2, Maine: http://tinyurl.com/3lcf93c Times and Transcript, New Brunswick: http://tinyurl.com/3dnfm4r ABC...
Read More >>>The New Era of Customer Relationships: Are You Ready?
We are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready? Studies reveal that the vast majority...
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 Tough Economy is Forcing Critical Thinking
Making the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down...
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 >>>Is Your Strategy Working?
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your...
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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