Blog

April 26, 2017

Identifying the 5 Key Things that Matter to Customers Regardless of Industry

An article from ICMI.com identifies the 5 key things that matter to customers, regardless of industry. Customers’ expectations have evolved significantly over the last decade as they have […]

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Customer Service

April 26, 2017

4 Things Every Contact Center Must Do

A blog post from InContact.com gives a great overview of Contact Center “must do’s” in today’s modern age of cell phones, iPads, and always-connected devices; customers no longer […]

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Customer Service

April 26, 2017

Delivering Excellent Customer Service via Email

A recent blog post by HelpScout gives great examples on delivering excellent email customer service that goes above the average. Consider this example shared with me by Michael […]

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Customer Service

April 26, 2017

Call Center Outsourcing Buyers Want More Than Cost Savings

As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include […]

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News & Insights

April 26, 2017

Healthcare Call Center Outsourcing

Parts of this overview were taken from a recent Blog post by pport.us. In a recent article by pport.us discusses the basics of call center outsourcing for healthcare […]

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News & Insights

April 26, 2017

How Call Centers Leverage Cloud Computing

Cloud Times provided a great article to show how call centers can leverage cloud computing: When it comes to the call center industry, people are wondering about cloud […]

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News & Insights

April 26, 2017

How To Improve Call Center Customer Experience Strategy

Customer service, in any industry, is vital to the success of the business. An article featured on Bank Systems and Technology’s website, describes ways your outsourced call center […]

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Customer Service

April 26, 2017

Everything You Need to Know About Remote Call Center Agents

ICMI recently posted an article describing everything you need to know about call center agents, (but were afraid to ask). Here’s a summary: With the rise in availability […]

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Customer Service

April 26, 2017

Avatars Presented as a Possible Way to Address the Challenges Facing Healthcare Contact Centers

ICMI recently posted an article in response to Dr. Thomas Morrow’s research that yielded two important articles concerning the viability and possible benefits of Intelligent Virtual Agents in […]

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News & Insights

April 26, 2017

Onshore Call Center Hiring Binge

NearShore Americas recently reported ObamaCare Gives Birth to Onshore Call Center Hiring Binge. Thanks to President Obama’s healthcare law, the call center industry in the United States is […]

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News & Insights