(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...
Read More >>>Tag Archives: Contact Center
Improving the Accuracy of Schedules
10 Things Executives 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 >>>The Secret to a Great Customer Service Operation
The 12 Principles of Customer Relationships
The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...
Read More >>>Skills-Based Routing: Effective Resource Planning Is Vital
Customer Service and Contact Center Statistics
Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great...
Read More >>>Anticipating Customer Needs
Customer expectations are changing quickly! Here are ways to anticipate their needs.
Read More >>>How Will the Internet of Things Impact Contact Centers?
As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...
Read More >>>7 Suggestions for Improving Schedule Adherence
Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...
Read More >>>How Will the Internet of Things Affect Customer Service?
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to...
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