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Call Center Resources & Insight

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Attendees Share Their Top Takeaways from Contact Center Expo 2019
Couldn't  join us this year for Contact Center Expo? Were you there, but wondering what other attendees took away from the week? We've got you covered! This week during #ICMIchat, we did... Read More

Article
How to Train Your Agents for the Next Generation of Contact Center Work
Since the dawn of time, humans have used technology to improve the way we live. From our earliest forays into fire-making to building the first cars, it’s human ingenuity which has helped... Read More

Article
ICMI's Top 5 Articles of April 2019
There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Article
Friday 5: ICMI's Top Articles of March 2019
There's never been a more exciting time to work in customer service but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Article
Simple Ways to Make Agent Training More Engaging
This week, contact center training expert Sheri Kendall-duPont joined us as an #ICMIchat guest host. She asked probing questions and shared her thoughts on ways to get better results from agent training.... Read More

Article
Friday Five Featured Reading: The Top 5 Articles of February 2019
There's never been a more exciting time to work in customer service but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Article
Your Impact on Your Direct Reports' Training
Recently I attended a webinar with Bob Pike on his top 10 tips for training. Bob is widely known as "the trainer's trainer" and is considered a master trainer by many of... Read More

Article
How to Nail Complex Query Resolution with Internal Knowledge Bases
It’s 2019, and our contact centers are changing fast. The proliferation of new channels over recent years means that now, some 67% of customers prefer using self-service options instead of speaking with an... Read More

Article
2 Small Changes That Cut One Contact Center’s Agent Ramp-up Time by 75%
If you’ve ever baked a pie, scrambled eggs, or cooked steak, you know that the slightest tweak in your method (or ingredients) can produce dramatically better results. Well, Stephanie––a Training Manager at... Read More

Article
Could Contact Center Agent Become the Dream Job of the Future?
Raise your hand if you dreamed of growing up to become a doctor or a teacher when you were a child.  🙋‍♀️Now raise your hand if you always thought it would be... Read More

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