Erica Marois
Ready to Promote Your Star Agent to Supervisor? Not so Fast
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news....
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers
In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring,...
4 Characteristics of Best-in-Class Contact Centers
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...