ICMI/Call Center Magazine Network

Our new Customer Management Insight, an online journal for customer contact professionals worldwide, is off and running. Please visit the digital issue or our new website.

Our goal in providing this online digital format and the new web platform is to give you information that makes your job easier � and to do so in an appealing visual format with multilayered content.

Read the current issue now.

Supervisor Training

Considering promoting your senior agents? Remember that experience and skills are two different things.

FCR Unraveled: Getting to the Heart of First-Contact Resolution

FCR has the potential to be a valuable call center KPI, but accurate calculations depend on getting the right data.

Preventing Agent Burnout: A Manager�s Handbook

Knowing the causes of agent burnout can help you keep it to a minimum; eliminating them can stop the spread of low morale, improve centerwide performance and help to retain...

Are You Guilty of Survey Malpractice?

Poor survey practices not only rob your operation of vital information — perhaps even giving false or misleading information — they can jeopardize your credibility, as well.

Making Performance Management Accessible

Money saved is money earned. Performance management tools can make measuring and improving performance easier and more effective, saving money where you might not have thought it possible.

DISH Network Corporation

An analytics-based prehire assessment tool has enabled DISH Network to better assess job candidates for performance and retention.

Telecom Call Centers: Mystery Shopper Study Shows Room to Improve Across Countries

For telecom providers, global research highlights the opportunity to differentiate themselves from competitors by improving the quality of their service.

Best Practices for VoIP in the Contact Center; Part 1: Planning a Successful Transition

Once you’ve decided to implement VoIP, you’ll need a plan that will help you decide what you want to gain, who can help guide the process, how you will communicate...

Best Practices for Creating a High-Performance Culture

What It Takes to Maintain 100% Customer Satisfaction

Cost Comparisons: All-in-One Vs. Multi-Point Solutions

Managing the Unexpected Before Things Get Out of Control

Increasing the Customer Experience with an Intelligent Customer Front Door

Best Practices in Disaster Recovery and Business Continuity

Cicero Broadens Support of Web Services and SOA

Cicero Introduces Desktop and Best Practice Productivity Packs

Report: Investor Interest in Outsourcing Thrives

Sprint Fires Its Customers

Call Center World News Briefs

The End Of One Era, Beginning Of Another

Beginning in August, we launch our new digital magazine, ICMI's Customer Management Insight.

Workforce management in call centers requires specialized skills and knowledge. Forecasting, queuing theory, statistical analysis -- these aren't the things you pick up in your basic business college classes. For many (dare I say most) workforce managers, formal training on these concepts is long overdue.

Spring Cleaning: It's Time to Clear the Cobwebs from Your Center

Spring is here! It's time to shake off the winter blues and put your house in order. If you're thinking about doing some spring-cleaning for your call center, the following new releases from ICMI Publications can help you to take stock of your current practices and decide which ones could use a little freshening.