Tag Archives: Contact Center
How to Boost Your Contact Center’s Value to the Organization
Contact centers have enormous potential to provide departments across the organization with valuable insight and...
Read More >>>Putting Yourself in Your Customers’ Shoes
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Communicating Access Alternatives to Customers
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 >>>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...
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