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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...

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Hosted 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...

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Recent 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...

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Contact 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...

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HardMetrics 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...

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Contact 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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