Agent Engagement and Experience: It’s Time to Fix Service Level
Research is clear: there’s a powerful correlation between how engaged your employees are and how customers feel about your organization and the services it provides....
The State of the Contact Center in 2023
In 2023 Contact Centers are focused on staffing, skills, salaries, operations, processes, and technology. ICMI's State of the Contact Center in 2023 research report will...
Food & Labour Saving Tips for Commercial Kitchens
As the temperature warms up, we're all eager to enjoy meals al fresco. To make sure you don’t miss out on this profitable patio season, we’ve put together a checklist...
Marketing Attribution for 2023
If you spend time and money on Digital Marketing, it is likely that you are adamant about measuring the results of your efforts. The way you measure your results will define...
Digitizing Telecom Field Operations: A Step-by-Step Guide
For many years, telecommunications companies have been under pressure to digitize their field operations to remain competitive and offer the customer experience demanded of...
Digitize Telecom Field Operations for First-Issue Resolution, Every Time
Customer service is a challenging proposition for telecommunications companies. Managing the service work performed by field crews involves directing a large and dispersed...
