Self-Service Contact Center Research Study Launched Today by the...
ICMI's most recent Contact Center Operations Report, which polled over 430 contact center professionals worldwide representing a range of industries and professions, indicated that only a little more...
View ArticleHosted Call Center Providers Can Drive Customer Satisfaction with Closer ...
According to 2010 ICMI research on customer self-service, contact center and hosted call center professionals throughout the world rated their self-service channels as mediocre at best. Considering the...
View ArticleRecent Survey Reveals Contact Centers Spending More on Self-Service...
A recent survey of over 400 contact center professionals illustrates that contact centers are accelerating spending on self-service solutions, primarily to reduce operating costs and increase customer...
View ArticleContact center answers in the Big Easy
Contact center managers headed to New Orleans for the ACCE conference next week might be a little befuddled by the Voice of the Customer theme. That’s not exactly new. Haven’t contact centers been...
View ArticleHardMetrics Brings Business Intelligence to the Tablet
Now, executives and managers can have 24/7 access to critical operations and P&L data. Call center managers and supervisors can walk the floor with their tablet of choice in-hand and monitor...
View ArticleContact Center Compliance Offers Plug and Play Protection
Contact center compliance is a concept that every organization operating in this space must pay attention to or risk problems down the road. The organization, Contact Center Compliance, focuses...
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