際際滷shows by User: CallCenterICMI / http://www.slideshare.net/images/logo.gif 際際滷shows by User: CallCenterICMI / Fri, 10 Feb 2017 15:20:49 GMT 際際滷Share feed for 際際滷shows by User: CallCenterICMI Tips for Staying Focused in an Always-On World /slideshow/tips-for-staying-focused-in-an-alwayson-world/72007116 icmi17icmichatrecapalwayson-170210152049
Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a TEDx talk (http://ubm.io/2knC4cf). In response, our #ICMIchat community spent some time brainstorming ways to be more effective, intentional and focused in this always-on world. Click through this presentation for highlights from the conversation. ]]>
Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a TEDx talk (http://ubm.io/2knC4cf). In response, our #ICMIchat community spent some time brainstorming ways to be more effective, intentional and focused in this always-on world. Click through this presentation for highlights from the conversation. ]]> Fri, 10 Feb 2017 15:20:49 GMT /slideshow/tips-for-staying-focused-in-an-alwayson-world/72007116 CallCenterICMI@slideshare.net(CallCenterICMI) Tips for Staying Focused in an Always-On World CallCenterICMI Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a TEDx talk (http://ubm.io/2knC4cf). In response, our #ICMIchat community spent some time brainstorming ways to be more effective, intentional and focused in this always-on world. Click through this presentation for highlights from the conversation. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecapalwayson-170210152049-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Smartphones, tablets and the proliferation of connected devices have all changed the way we work and live. Is this a blessing, or a curse? Brad Cleveland recently addressed this topic in a TEDx talk (http://ubm.io/2knC4cf). In response, our #ICMIchat community spent some time brainstorming ways to be more effective, intentional and focused in this always-on world. Click through this presentation for highlights from the conversation.
Tips for Staying Focused in an Always-On World from Erica Marois
]]> 1479 3 https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecapalwayson-170210152049-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 22 Ways to Improve Agent Onboarding /slideshow/22-ways-to-improve-agent-onboarding/71738474 icmi17icmichatrecaponboarding-170203195704
You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so fast! One of the most critical components of the hiring process happens after the offer. How much time do you devote to the onboarding process? This presentation shares 22 ways you can improve your agent onboarding efforts! ]]>
You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so fast! One of the most critical components of the hiring process happens after the offer. How much time do you devote to the onboarding process? This presentation shares 22 ways you can improve your agent onboarding efforts! ]]> Fri, 03 Feb 2017 19:57:04 GMT /slideshow/22-ways-to-improve-agent-onboarding/71738474 CallCenterICMI@slideshare.net(CallCenterICMI) 22 Ways to Improve Agent Onboarding CallCenterICMI You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so fast! One of the most critical components of the hiring process happens after the offer. How much time do you devote to the onboarding process? This presentation shares 22 ways you can improve your agent onboarding efforts! <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecaponboarding-170203195704-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so fast! One of the most critical components of the hiring process happens after the offer. How much time do you devote to the onboarding process? This presentation shares 22 ways you can improve your agent onboarding efforts!
22 Ways to Improve Agent Onboarding from Erica Marois
]]> 2266 6 https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecaponboarding-170203195704-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 The Biggest Contact Center Trends of 2016 /slideshow/the-biggest-contact-center-trends-of-2016/69961225 icmi16icmichatrecapbiggesttrends2016-161208172046
Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community members? Click through this presentation for highlights from the latest #ICMIchat.]]>
Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community members? Click through this presentation for highlights from the latest #ICMIchat.]]> Thu, 08 Dec 2016 17:20:46 GMT /slideshow/the-biggest-contact-center-trends-of-2016/69961225 CallCenterICMI@slideshare.net(CallCenterICMI) The Biggest Contact Center Trends of 2016 CallCenterICMI Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community members? Click through this presentation for highlights from the latest #ICMIchat. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmi16icmichatrecapbiggesttrends2016-161208172046-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community members? Click through this presentation for highlights from the latest #ICMIchat.
The Biggest Contact Center Trends of 2016 from Erica Marois
]]> 1880 3 https://cdn.slidesharecdn.com/ss_thumbnails/icmi16icmichatrecapbiggesttrends2016-161208172046-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 12 Reasons Why Contact Center Leaders are Giving Thanks /slideshow/12-reasons-why-contact-center-leaders-are-giving-thanks/69462172 thanksgivingicmichatrecap-161123161422
In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016, as well as why they love working in customer service.]]>
In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016, as well as why they love working in customer service.]]> Wed, 23 Nov 2016 16:14:21 GMT /slideshow/12-reasons-why-contact-center-leaders-are-giving-thanks/69462172 CallCenterICMI@slideshare.net(CallCenterICMI) 12 Reasons Why Contact Center Leaders are Giving Thanks CallCenterICMI In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016, as well as why they love working in customer service. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/thanksgivingicmichatrecap-161123161422-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> In the spirit of the season, we asked members of our #ICMIchat community to share why they&#39;re thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016, as well as why they love working in customer service.
12 Reasons Why Contact Center Leaders are Giving Thanks from Erica Marois
]]> 1623 3 https://cdn.slidesharecdn.com/ss_thumbnails/thanksgivingicmichatrecap-161123161422-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 How to Deliver a More Seamless Customer Experience /slideshow/how-to-deliver-a-more-seamless-customer-experience/69191142 icmichatrecapseamlesscx-161117141641
Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead.]]>
Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead.]]> Thu, 17 Nov 2016 14:16:40 GMT /slideshow/how-to-deliver-a-more-seamless-customer-experience/69191142 CallCenterICMI@slideshare.net(CallCenterICMI) How to Deliver a More Seamless Customer Experience CallCenterICMI Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapseamlesscx-161117141641-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent some time exploring what a seamless customer experience looks like and shared some tips to improve the service experience. Click through for insight your team can use in the year ahead.
How to Deliver a More Seamless Customer Experience from Erica Marois
]]> 1833 3 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapseamlesscx-161117141641-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Expert Insight on Implementing New Service Channels /slideshow/expert-insight-on-implementing-new-service-channels/68586104 icmichatrecaptipsfornewchannelimplementation-161110141607
New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in 2017. During this week's #ICMIchat we discussed channels our community members plan to support in 2017, strategies for doing so, and tips for overcoming the challenges that might come up along the way. ]]>
New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in 2017. During this week's #ICMIchat we discussed channels our community members plan to support in 2017, strategies for doing so, and tips for overcoming the challenges that might come up along the way. ]]> Thu, 10 Nov 2016 14:16:07 GMT /slideshow/expert-insight-on-implementing-new-service-channels/68586104 CallCenterICMI@slideshare.net(CallCenterICMI) Expert Insight on Implementing New Service Channels CallCenterICMI New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in 2017. During this week's #ICMIchat we discussed channels our community members plan to support in 2017, strategies for doing so, and tips for overcoming the challenges that might come up along the way. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecaptipsfornewchannelimplementation-161110141607-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in 2017. During this week&#39;s #ICMIchat we discussed channels our community members plan to support in 2017, strategies for doing so, and tips for overcoming the challenges that might come up along the way.
Expert Insight on Implementing New Service Channels from Erica Marois
]]> 968 2 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecaptipsfornewchannelimplementation-161110141607-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 How is The Internet of Things Impacting the Contact Center? /slideshow/how-is-the-internet-of-things-impacting-the-contact-center/68193428 icmichatrecapinternetofthings-161104141056
As we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? This week during #ICMIchat we spent some time discussing the ways emerging technology is already impacting the contact center, and exploring future impacts. Click through this presentation for opinions from industry thought leaders.]]>
As we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? This week during #ICMIchat we spent some time discussing the ways emerging technology is already impacting the contact center, and exploring future impacts. Click through this presentation for opinions from industry thought leaders.]]> Fri, 04 Nov 2016 14:10:56 GMT /slideshow/how-is-the-internet-of-things-impacting-the-contact-center/68193428 CallCenterICMI@slideshare.net(CallCenterICMI) How is The Internet of Things Impacting the Contact Center? CallCenterICMI As we head toward the final stretch of 2016, we're ready to look ahead. What's next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? This week during #ICMIchat we spent some time discussing the ways emerging technology is already impacting the contact center, and exploring future impacts. Click through this presentation for opinions from industry thought leaders. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapinternetofthings-161104141056-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> As we head toward the final stretch of 2016, we&#39;re ready to look ahead. What&#39;s next for the contact center of 2017? 2020? 2025? What impact will connected devices and ever-evolving technology have on the contact center? This week during #ICMIchat we spent some time discussing the ways emerging technology is already impacting the contact center, and exploring future impacts. Click through this presentation for opinions from industry thought leaders.
How is The Internet of Things Impacting the Contact Center? from Erica Marois
]]> 1605 2 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapinternetofthings-161104141056-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 How to Lead with Authenticity /slideshow/how-to-lead-with-authenticity/66858292 icmichatrecapauthenticleadership-161007132825
Leadership isn't easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? Our #ICMIchat participants share their tips in this recap.]]>
Leadership isn't easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? Our #ICMIchat participants share their tips in this recap.]]> Fri, 07 Oct 2016 13:28:25 GMT /slideshow/how-to-lead-with-authenticity/66858292 CallCenterICMI@slideshare.net(CallCenterICMI) How to Lead with Authenticity CallCenterICMI Leadership isn't easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? Our #ICMIchat participants share their tips in this recap. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapauthenticleadership-161007132825-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Leadership isn&#39;t easy. Authentic leadership is even harder. How do great leaders develop relationships and build trust with their teams without sacrificing results? Our #ICMIchat participants share their tips in this recap.
How to Lead with Authenticity from Erica Marois
]]> 1579 2 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapauthenticleadership-161007132825-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 15 Quotes to Inspire Customer Service Excellence /slideshow/15-quotes-to-inspire-customer-service-excellence/65551222 august302016icmichatrecap-160831133228
ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we focused on during #ICMIchat this week! Click through this presentation for words of inspiration from fellow customer service and contact center leaders. Want to join us at Contact Center Demo & Conference? Learn more here: http://bit.ly/CCDemo2016 ]]>
ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we focused on during #ICMIchat this week! Click through this presentation for words of inspiration from fellow customer service and contact center leaders. Want to join us at Contact Center Demo & Conference? Learn more here: http://bit.ly/CCDemo2016 ]]> Wed, 31 Aug 2016 13:32:28 GMT /slideshow/15-quotes-to-inspire-customer-service-excellence/65551222 CallCenterICMI@slideshare.net(CallCenterICMI) 15 Quotes to Inspire Customer Service Excellence CallCenterICMI ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy & technology. Those are the same areas we focused on during #ICMIchat this week! Click through this presentation for words of inspiration from fellow customer service and contact center leaders. Want to join us at Contact Center Demo & Conference? Learn more here: http://bit.ly/CCDemo2016 <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/august302016icmichatrecap-160831133228-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> ICMI&#39;s goal for Contact Center Demo and Conference is to empower customer service excellence. To do that, we focus on people management, operations, strategy &amp; technology. Those are the same areas we focused on during #ICMIchat this week! Click through this presentation for words of inspiration from fellow customer service and contact center leaders. Want to join us at Contact Center Demo &amp; Conference? Learn more here: http://bit.ly/CCDemo2016
15 Quotes to Inspire Customer Service Excellence from Erica Marois
]]> 2763 6 https://cdn.slidesharecdn.com/ss_thumbnails/august302016icmichatrecap-160831133228-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 How to Measure & Communicate Contact Center ROI /slideshow/how-to-measure-communicate-contact-center-roi/65357948 strategicimapcticmichatrecap-160825134343
Contact centers have the potential to create value on three distinct levels: 1: Efficiency 2: Customer Satisfaction and Loyalty 3: Strategic Value During #ICMIchat this week we focused on the third level: Strategic Value. How can the contact center provide value and intelligence to the business as a whole? What's the best way to calculate the ROI of a contact center? Explore this recap for tips and best practices from customer service leaders. ]]>
Contact centers have the potential to create value on three distinct levels: 1: Efficiency 2: Customer Satisfaction and Loyalty 3: Strategic Value During #ICMIchat this week we focused on the third level: Strategic Value. How can the contact center provide value and intelligence to the business as a whole? What's the best way to calculate the ROI of a contact center? Explore this recap for tips and best practices from customer service leaders. ]]> Thu, 25 Aug 2016 13:43:43 GMT /slideshow/how-to-measure-communicate-contact-center-roi/65357948 CallCenterICMI@slideshare.net(CallCenterICMI) How to Measure & Communicate Contact Center ROI CallCenterICMI Contact centers have the potential to create value on three distinct levels: 1: Efficiency 2: Customer Satisfaction and Loyalty 3: Strategic Value During #ICMIchat this week we focused on the third level: Strategic Value. How can the contact center provide value and intelligence to the business as a whole? What's the best way to calculate the ROI of a contact center? Explore this recap for tips and best practices from customer service leaders. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/strategicimapcticmichatrecap-160825134343-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Contact centers have the potential to create value on three distinct levels: 1: Efficiency 2: Customer Satisfaction and Loyalty 3: Strategic Value During #ICMIchat this week we focused on the third level: Strategic Value. How can the contact center provide value and intelligence to the business as a whole? What&#39;s the best way to calculate the ROI of a contact center? Explore this recap for tips and best practices from customer service leaders.
How to Measure & Communicate Contact Center ROI from Erica Marois
]]> 2375 2 https://cdn.slidesharecdn.com/ss_thumbnails/strategicimapcticmichatrecap-160825134343-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 10 Tips to Master Networking at Events /CallCenterICMI/10-tips-to-master-networking-at-events 10networkingtips-160822135106
Networking can feel awkward and overwhelming, but it doesn't have to be that way. Here are ten tips to help you network more confidently at your next event. ]]>
Networking can feel awkward and overwhelming, but it doesn't have to be that way. Here are ten tips to help you network more confidently at your next event. ]]> Mon, 22 Aug 2016 13:51:05 GMT /CallCenterICMI/10-tips-to-master-networking-at-events CallCenterICMI@slideshare.net(CallCenterICMI) 10 Tips to Master Networking at Events CallCenterICMI Networking can feel awkward and overwhelming, but it doesn't have to be that way. Here are ten tips to help you network more confidently at your next event. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/10networkingtips-160822135106-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Networking can feel awkward and overwhelming, but it doesn&#39;t have to be that way. Here are ten tips to help you network more confidently at your next event.
10 Tips to Master Networking at Events from Erica Marois
]]> 4637 4 https://cdn.slidesharecdn.com/ss_thumbnails/10networkingtips-160822135106-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Insider Tips: How to Measure & Improve Customer Satisfaction /CallCenterICMI/insider-tips-how-to-measure-improve-customer-satisfaction august9th2016icmichatrecap-160810165120
Customer service is the new marketing. So, what's the best way to provide great customer service? Contact centers have a wealth of data, but data without action or purpose is useless. During the latest #ICMIchat, industry thought leaders shared their best tips and tricks for the most effective ways to measure and improve customer satisfaction. Click through for insight your business can use. To learn more, visit http://www.icmi.com/resources ]]>
Customer service is the new marketing. So, what's the best way to provide great customer service? Contact centers have a wealth of data, but data without action or purpose is useless. During the latest #ICMIchat, industry thought leaders shared their best tips and tricks for the most effective ways to measure and improve customer satisfaction. Click through for insight your business can use. To learn more, visit http://www.icmi.com/resources ]]> Wed, 10 Aug 2016 16:51:20 GMT /CallCenterICMI/insider-tips-how-to-measure-improve-customer-satisfaction CallCenterICMI@slideshare.net(CallCenterICMI) Insider Tips: How to Measure & Improve Customer Satisfaction CallCenterICMI Customer service is the new marketing. So, what's the best way to provide great customer service? Contact centers have a wealth of data, but data without action or purpose is useless. During the latest #ICMIchat, industry thought leaders shared their best tips and tricks for the most effective ways to measure and improve customer satisfaction. Click through for insight your business can use. To learn more, visit http://www.icmi.com/resources <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/august9th2016icmichatrecap-160810165120-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Customer service is the new marketing. So, what&#39;s the best way to provide great customer service? Contact centers have a wealth of data, but data without action or purpose is useless. During the latest #ICMIchat, industry thought leaders shared their best tips and tricks for the most effective ways to measure and improve customer satisfaction. Click through for insight your business can use. To learn more, visit http://www.icmi.com/resources
Insider Tips: How to Measure & Improve Customer Satisfaction from Erica Marois
]]> 2284 5 https://cdn.slidesharecdn.com/ss_thumbnails/august9th2016icmichatrecap-160810165120-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Contact Center Quality Metrics 101 /slideshow/contact-center-quality-metrics-101/64024898 icmichatrecapqualitymetrics-160714130308
What's the purpose of your contact center quality monitoring program? Whether it's for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics. ]]>
What's the purpose of your contact center quality monitoring program? Whether it's for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics. ]]> Thu, 14 Jul 2016 13:03:08 GMT /slideshow/contact-center-quality-metrics-101/64024898 CallCenterICMI@slideshare.net(CallCenterICMI) Contact Center Quality Metrics 101 CallCenterICMI What's the purpose of your contact center quality monitoring program? Whether it's for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapqualitymetrics-160714130308-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> What&#39;s the purpose of your contact center quality monitoring program? Whether it&#39;s for performance management, compliance, or something else entirely, check out this #ICMIchat recap to find out how others in the industry are approaching quality metrics.
Contact Center Quality Metrics 101 from Erica Marois
]]> 2483 2 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapqualitymetrics-160714130308-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 25 Characteristics of a Great Manager /slideshow/25-characteristics-of-a-great-manager/63148594 icmichatrecapmanagementtips-160616180953
Great managers don't simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics of any great manager. What would you add to the list? Leave your comments below!]]>
Great managers don't simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics of any great manager. What would you add to the list? Leave your comments below!]]> Thu, 16 Jun 2016 18:09:52 GMT /slideshow/25-characteristics-of-a-great-manager/63148594 CallCenterICMI@slideshare.net(CallCenterICMI) 25 Characteristics of a Great Manager CallCenterICMI Great managers don't simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics of any great manager. What would you add to the list? Leave your comments below! <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapmanagementtips-160616180953-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Great managers don&#39;t simply manage, they lead. What does it take to be a great manager in the modern workplace? Our #ICMIchat participants shared their thoughts on the key characteristics of any great manager. What would you add to the list? Leave your comments below!
25 Characteristics of a Great Manager from Erica Marois
]]> 2488 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapmanagementtips-160616180953-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 The Top 20 Ways You're Annoying Your Customers /slideshow/the-top-20-ways-youre-annoying-your-customers/62394392 icmichatrecapcustomerservicepetpeeves-160525163051
Customers have more options than ever, and easy access to research other options if they're dissatisfied with your company. Are you unintentionally driving them to the competition? You might be if you're guilty of any of these customer service pet peeves! ]]>
Customers have more options than ever, and easy access to research other options if they're dissatisfied with your company. Are you unintentionally driving them to the competition? You might be if you're guilty of any of these customer service pet peeves! ]]> Wed, 25 May 2016 16:30:51 GMT /slideshow/the-top-20-ways-youre-annoying-your-customers/62394392 CallCenterICMI@slideshare.net(CallCenterICMI) The Top 20 Ways You're Annoying Your Customers CallCenterICMI Customers have more options than ever, and easy access to research other options if they're dissatisfied with your company. Are you unintentionally driving them to the competition? You might be if you're guilty of any of these customer service pet peeves! <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapcustomerservicepetpeeves-160525163051-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Customers have more options than ever, and easy access to research other options if they&#39;re dissatisfied with your company. Are you unintentionally driving them to the competition? You might be if you&#39;re guilty of any of these customer service pet peeves!
The Top 20 Ways You're Annoying Your Customers from Erica Marois
]]> 3320 10 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapcustomerservicepetpeeves-160525163051-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 15 Tips for Contact Center Training on a Budget /slideshow/15-tips-for-contact-center-training-on-a-budget/61683957 icmichatrecap15trainingtips-160504201213
If you manage a contact center you probably feel like you're always being asked to do more with less. This is especially true when it comes to training and employee development. In this #ICMIchat recap, members of our community share their tips for training techniques that work no matter the budget. Looking for more insight on training? Join Justin Robbins at Contact Center Expo and Conference. He'll be leading a session called "Training on a Shoestring: What Would MacGyver Do?" Learn more here: http://schedule.icmi.com/session/session-605-training-on-a-shoestring-what-would-macgyver-do ]]>
If you manage a contact center you probably feel like you're always being asked to do more with less. This is especially true when it comes to training and employee development. In this #ICMIchat recap, members of our community share their tips for training techniques that work no matter the budget. Looking for more insight on training? Join Justin Robbins at Contact Center Expo and Conference. He'll be leading a session called "Training on a Shoestring: What Would MacGyver Do?" Learn more here: http://schedule.icmi.com/session/session-605-training-on-a-shoestring-what-would-macgyver-do ]]> Wed, 04 May 2016 20:12:13 GMT /slideshow/15-tips-for-contact-center-training-on-a-budget/61683957 CallCenterICMI@slideshare.net(CallCenterICMI) 15 Tips for Contact Center Training on a Budget CallCenterICMI If you manage a contact center you probably feel like you're always being asked to do more with less. This is especially true when it comes to training and employee development. In this #ICMIchat recap, members of our community share their tips for training techniques that work no matter the budget. Looking for more insight on training? Join Justin Robbins at Contact Center Expo and Conference. He'll be leading a session called "Training on a Shoestring: What Would MacGyver Do?" Learn more here: http://schedule.icmi.com/session/session-605-training-on-a-shoestring-what-would-macgyver-do <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecap15trainingtips-160504201213-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> If you manage a contact center you probably feel like you&#39;re always being asked to do more with less. This is especially true when it comes to training and employee development. In this #ICMIchat recap, members of our community share their tips for training techniques that work no matter the budget. Looking for more insight on training? Join Justin Robbins at Contact Center Expo and Conference. He&#39;ll be leading a session called &quot;Training on a Shoestring: What Would MacGyver Do?&quot; Learn more here: http://schedule.icmi.com/session/session-605-training-on-a-shoestring-what-would-macgyver-do
15 Tips for Contact Center Training on a Budget from Erica Marois
]]> 1778 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecap15trainingtips-160504201213-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 #CCExpo16 Sneak Peek: Insider Tips for Attendees /slideshow/ccexpo16-sneak-peek-insider-tips-for-attendees/61465686 icmichatrecapccexpo16sneakpeak-160428142213
Are you joining us in Long Beach for Contact Center Expo and Conference? Whether you're a first time ICMI event attendee, or a long time veteran, be sure to check out this recap from our most recent #ICMIchat. Our community discussed several of the topics that will be at the forefront of the event this year, and also offered up advice for making the most of the week. For more information about ICMI's Contact Center Expo and Conference visit http://www.icmi.com/Contact-Center-Expo-Conference ]]>
Are you joining us in Long Beach for Contact Center Expo and Conference? Whether you're a first time ICMI event attendee, or a long time veteran, be sure to check out this recap from our most recent #ICMIchat. Our community discussed several of the topics that will be at the forefront of the event this year, and also offered up advice for making the most of the week. For more information about ICMI's Contact Center Expo and Conference visit http://www.icmi.com/Contact-Center-Expo-Conference ]]> Thu, 28 Apr 2016 14:22:13 GMT /slideshow/ccexpo16-sneak-peek-insider-tips-for-attendees/61465686 CallCenterICMI@slideshare.net(CallCenterICMI) #CCExpo16 Sneak Peek: Insider Tips for Attendees CallCenterICMI Are you joining us in Long Beach for Contact Center Expo and Conference? Whether you're a first time ICMI event attendee, or a long time veteran, be sure to check out this recap from our most recent #ICMIchat. Our community discussed several of the topics that will be at the forefront of the event this year, and also offered up advice for making the most of the week. For more information about ICMI's Contact Center Expo and Conference visit http://www.icmi.com/Contact-Center-Expo-Conference <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapccexpo16sneakpeak-160428142213-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Are you joining us in Long Beach for Contact Center Expo and Conference? Whether you&#39;re a first time ICMI event attendee, or a long time veteran, be sure to check out this recap from our most recent #ICMIchat. Our community discussed several of the topics that will be at the forefront of the event this year, and also offered up advice for making the most of the week. For more information about ICMI&#39;s Contact Center Expo and Conference visit http://www.icmi.com/Contact-Center-Expo-Conference
#CCExpo16 Sneak Peek: Insider Tips for Attendees from Erica Marois
]]> 1574 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapccexpo16sneakpeak-160428142213-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Tips and Tricks to Master Contact Center QA /slideshow/tips-and-tricks-to-master-contact-center-qa/61191403 icmichatrecapapril192016scorecards-160421125322
QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers. Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat. ]]>
QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers. Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat. ]]> Thu, 21 Apr 2016 12:53:22 GMT /slideshow/tips-and-tricks-to-master-contact-center-qa/61191403 CallCenterICMI@slideshare.net(CallCenterICMI) Tips and Tricks to Master Contact Center QA CallCenterICMI QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers. Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapapril192016scorecards-160421125322-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> QA is a critical component in contact center agent training. When done well, it can strengthen the customer experience, improve performance, and bolster employee engagement. When mismanaged, the impacts can be detrimental to employees and customers. Looking for tips and tricks to improve the QA process in your contact center? Check out the advice our #ICMIchat community shared during a recent chat.
Tips and Tricks to Master Contact Center QA from Erica Marois
]]> 1922 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapapril192016scorecards-160421125322-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 6 Simple Ways to Leverage Gamification in the Contact Center /slideshow/6-simple-ways-to-leverage-gamification-in-the-contact-center/60934063 icmichatrecapapril1220166simplegamification-160414222207
Gamification is high on the list of buzzwords for the contact center in 2016. What does it really mean, and what are some quick, easy, low budget ways to use it your advantage? This slideshow features tips and tricks from #ICMIchat participants.]]>
Gamification is high on the list of buzzwords for the contact center in 2016. What does it really mean, and what are some quick, easy, low budget ways to use it your advantage? This slideshow features tips and tricks from #ICMIchat participants.]]> Thu, 14 Apr 2016 22:22:07 GMT /slideshow/6-simple-ways-to-leverage-gamification-in-the-contact-center/60934063 CallCenterICMI@slideshare.net(CallCenterICMI) 6 Simple Ways to Leverage Gamification in the Contact Center CallCenterICMI Gamification is high on the list of buzzwords for the contact center in 2016. What does it really mean, and what are some quick, easy, low budget ways to use it your advantage? This slideshow features tips and tricks from #ICMIchat participants. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapapril1220166simplegamification-160414222207-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> Gamification is high on the list of buzzwords for the contact center in 2016. What does it really mean, and what are some quick, easy, low budget ways to use it your advantage? This slideshow features tips and tricks from #ICMIchat participants.
6 Simple Ways to Leverage Gamification in the Contact Center from Erica Marois
]]> 2274 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapapril1220166simplegamification-160414222207-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 18 Tips to Maximize Small Contact Center Productivity /slideshow/18-tips-to-maximize-small-contact-center-productivity/60285145 icmichatrecapmarch29201618tipsforsmallcontactcenterproductivity-160331134300
The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don't work in a contact center at all--you're sure to find a least a few pieces of advice you can use to maximize the productivity of your team.]]>
The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don't work in a contact center at all--you're sure to find a least a few pieces of advice you can use to maximize the productivity of your team.]]> Thu, 31 Mar 2016 13:43:00 GMT /slideshow/18-tips-to-maximize-small-contact-center-productivity/60285145 CallCenterICMI@slideshare.net(CallCenterICMI) 18 Tips to Maximize Small Contact Center Productivity CallCenterICMI The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don't work in a contact center at all--you're sure to find a least a few pieces of advice you can use to maximize the productivity of your team. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapmarch29201618tipsforsmallcontactcenterproductivity-160331134300-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> The challenges of small contact center management are unique, which is why we devoted an entire #ICMIchat to discussing those challenges. This presentation shares 18 of the top tips our participants shared. Whether your contact center is small or large--or you don&#39;t work in a contact center at all--you&#39;re sure to find a least a few pieces of advice you can use to maximize the productivity of your team.
18 Tips to Maximize Small Contact Center Productivity from Erica Marois
]]> 2418 4 https://cdn.slidesharecdn.com/ss_thumbnails/icmichatrecapmarch29201618tipsforsmallcontactcenterproductivity-160331134300-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 https://cdn.slidesharecdn.com/profile-photo-CallCenterICMI-48x48.jpg?cb=1523483689 www.icmi.com/resources https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecapalwayson-170210152049-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/tips-for-staying-focused-in-an-alwayson-world/72007116 Tips for Staying Focus... https://cdn.slidesharecdn.com/ss_thumbnails/icmi17icmichatrecaponboarding-170203195704-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/22-ways-to-improve-agent-onboarding/71738474 22 Ways to Improve Age... https://cdn.slidesharecdn.com/ss_thumbnails/icmi16icmichatrecapbiggesttrends2016-161208172046-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/the-biggest-contact-center-trends-of-2016/69961225 The Biggest Contact Ce...