Call Center Resources & Insight

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Answers to Two Common Questions on Contact Center Industry Standards
Why I Love and Appreciate Questions from our Community– Part One As we enter the second half of 2019, I want to thank everyone who asked me a question in 2019, 2018... Read More

Schedule Adherence and Real-Time Monitoring Respond to Kindness
It’s been a long time since the first time I walked into a call center. Productivity and efficiency then were measured mostly by ACD data, and there was little acknowledgment that the... Read More

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common:... Read More

What Is Analytics-Driven Quality Management?
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Ways to Keep Morale High When Your Contact Center is Distributed
Managing a distributed, international team presents both challenges and opportunities. One of the top challenges? Keeping morale high in every office and avoiding any bias towards one location over another. This week... Read More

Characteristics of the Best Managed Contact Centers: #5--They Have an Established, Collaborative Planning Process
Effective planning is a central theme in the best contact centers. A major objective of proper planning is to get the right number of skilled people and supporting resources in place at... Read More

Are You Taking the Necessary Precautions to Keep Customers Safe Online?
Contact centers are often the target of threats to cybersecurity. The perpetrators behind such attacks are always after the privacy and data of people, and there’s no other place to find an... Read More

7 Contact Center Pros Share Their Top Challenges
Next week, 1,500 contact center professionals will gather together at ICMI Contact Center Expo. The goal for this year? Navigating the tides of transformation. It's an exciting time to work in the... Read More

7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

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