Managing the Unexpected Before Things Get Out of Control

Unexpected events have an adverse impact on the customers experience due to uncontrolled wait time, wasted agent capacity and missed revenue opportunities. In this podcast, ICMIs Alex Dering talks with Marsha Calfee, Director of Product Marketing for Genesys Informiam product line, about creating a framework for positive business management that involves everyone  from senior execs to frontline agents  and how contact centers can manage unexpected events in real-time. Youll learn the components of a proactive business management model, how it differs from using traditional historical reporting tools, and the benefits that this model will bring to the rest of your enterprise.

Increasing the Customer Experience with an Intelligent Customer Front Door

Join us for a special podcast on how to create a strong competitive customer advantage by enhancing your Customer Front Door, the entrance to your enterprise. In this podcast, ICMIs Greg Levin interviews Genesys Mayur Anadkat about common customer complaints and negative experiences associated with traditional self-service models. Youll learn how an intelligent Customer Front Door can welcome customers and assist them with unique, proactive services based on the callers intent, instead of having to navigate a rigid, standardized, complex call tree. Youll also hear how this approach provides relevant, personalized service that can improve customer satisfaction and loyalty  creating the opportunity for a long-term relationship and higher lifetime customer value.

Best Practices in Disaster Recovery and Business Continuity

Join us for Part 5 of our special podcast series on how switching to IP will affect your center. This time, ICMI's Janie Iadipaolo interviews Jeff Weil, vice president of services and support with Empirix, about best practices in disaster recovery and business continuity.

Best Practices in Deploying Customer Care Technology

ICMI's Janie Iadipaolo interviews Paul Shaw, Contact Center Specialist for BT. It's the fourth installment in our series on how customer care organizations can work as optimally as possible in an IP environment.

Defining Efficiency and Effectiveness

Many customer care organizations seem to find it easy to define efficiency, but they have a more difficult time defining effectiveness. Take a moment to listen to our five-minute podcast, when ICMI's Joe Fleischer interviews Genesys' Stefan Captijn about how organizations can define, measure and improve both the efficiency and effectiveness of their service to customers. During this podcast, you will learn how to select criteria for evaluating how well your organization assists customers; how to apply what you already know about your customer care team's efficiency to gauge the team's effectiveness; and which types of information are essential for enabling you to improve your organization's communication with customers.

Should You Automate That Interaction?

Take a moment to listen to our five-minute podcast, when ICMI's Joe Fleischer interviews Genesys' Stefan Captijn about how to integrate automation with agent-based support to serve customers most effectively, while boosting agent productivity and satisfaction.

Best Practices in First-Customer Resolution

It's Part 3 in our special Podcast series on how switching to IP will affect your center. This time, ICMI's Janie Iadipaolo interviews Rich Collier, Senior Pre-Sales Systems Engineer with Empirix. Our focus during this segment is first-customer resolution. You'll learn why this metric has become an important indicator of how well companies serve their customers; best practices to increase the likelihood of first-customer resolution; and how to use advances in IP telephony to sustain your goals for first-customer resolution.

New Opportunities For Speech-Based IVR

ICMI's Janie Iadipaolo interviews Steve McCoy, Director of Technology Strategies for West Interactive. It's the second installment in our series on how customer care organizations can work as optimally as possible in an IP environment.

What Are Your Customers Saying About You?

ICMI's Joe Fleischer interviews Genesys' Stefan Captijn about the findings of groundbreaking research from Genesys that reveals the powerful impact of the customer experience on your business.

How IP Redefines the Effectiveness of Customer Care Technology

ICMI's Janie Iadipaolo interviews Phil Odence, vice president of business development with Empirix, about how customer care organizations can work as optimally as possible in an IP environment.

The Voice of CMI: Introducing Customer Management Insight

Susan Hash and Joe Fleischer discuss ICMI's new digital publication.

Keith Dawson Interviews Bob Furniss

Call Center Guru Bob Furniss ponders The Call Centerverse with Keith Dawson, including the latest management trends that are working in the real world.

Keith Dawson Interviews 1-800-FLOWER's Connie Adcock

Keith and Connie discuss, among other things, Home Agents and Pajama Parties.

Jay Minnucci Call Center Demo Keynote: Part 1

Jay introduces some fresh ICMI research into what helps call-center also-rans become bigtime winners. First discussion point: what roles do leaders have in helping centers to "break through" to greatness.

Jay Minnucci Call Center Demo Keynote: Part 2

Jay talks obstacles. Of course, everybody has them. But how do "break through" center deal and what exactly are they dealing with?

Jay Minnucci Call Center Demo Keynote: Part 3

Jay recaps his standing-room-only keynote speech at ICMI's Call Center Demo and Conference in Miami.

Keith Dawson Discusses Agent Integration With Jacada's David Holmes

This interview with ICMI Editorial Director Keith Dawson occurred shortly after Jacada and Avaya announced that they are entering into a joint marketing agreement. Avaya is going to be offering several key Jacada tools to their global customer base of (mainly) large call centers.