5 Essential Tips for Developing a Quality Program

5 Essential Tips for Developing a Quality Program

There is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on...
The Secret Sauce for Increasing Customer Happiness

The Secret Sauce for Increasing Customer Happiness

If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Beyond that, the expectations of...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Mobile Apps for Agents

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

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,...
Good, Fast and Cheap! Can You Really Have It All?

Good, Fast and Cheap! Can You Really Have It All?

The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...
Scheduling Contact Center Resources Through Communication and Collaboration

Scheduling Resources Through Communication and Collaboration

As the primary architect for Community WFM, I’m always looking for ways to innovate our workforce management solution. Sometimes the opportunity to innovate is...
Contact Centers are Revenue Engines

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the...
Personalized Omnichannel Customer Experience

Delivering a Personalized, Effortless, Connected CX

People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Agent Engagement and the Customer Experience

Quick Tips to Help Call Center Agents Survive in 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...
Customer Service Vision Statement

The Customer Service Vision Statement

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two...
Is Outbound Telesales Making a Comeback?

Is Outbound Telesales Making a Comeback?

The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to...
Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Contact Center Pipeline Magazine: Inside Our May 2018 Issue

Do you know what I love best about the contact center industry? It's as relevant and as important today as ever. We are continuously...