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ICMI: Workforce Management: Are We Doing The Right Things?
ICMI: Workforce Management: Are We Doing The Right Things?
61:26
Part art, part science, and sometimes a bit of magic, workforce management (WFM) can be complex and complicated. Presented by the ICMI Contact Center Essentials track, Brent Haferkamp, Senior Consultant at ICMI, reveals the components of ef...
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ICMI: Riding the Wave of Customer Experience: Move from Firefighting to Control
ICMI: Riding the Wave of Customer Experience: Move from Firefighting to Control
59:08
Managers too often misallocate resources thanks to false assumptions, which in turn, leads to a chaotic, reactive, firefighting approach to service. In this session from the ICMI Contact Center Essentials track, John Goodman, vice chairman ...
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ICMI: Call Center Operations 101
ICMI: Call Center Operations 101
62:48
Join Brad Cleveland, former president of ICMI, as he focuses on seven key operational dynamics in the customer contact environment through this information-rich session. Learn about the unique characteristics of call centers, the link betwe...
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ICMI: Proven At-Home Call Center Best Practices and Strategies
ICMI: Proven At-Home Call Center Best Practices and Strategies
63:08
The home agent model has become mainstream in contact centers. Join Michele Rowan, president of Customer Contact Strategies, as she explores the real cost savings, objectives, and strategies for at-home models. Learn best practices in every...
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Social Customer Service with ICMI
Social Customer Service with ICMI
15:08
Salesforce s Michael Peachey, Director of Product Marketing, talks to members of ICMI during Dreamforce 2011 about bringing social into call centers and the role ICMI plays in developing and evangelizing best practice across the industry. H...
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ICMI: Principles of Effective Contact Center Management
ICMI: Principles of Effective Contact Center Management
176:39
New to the contact center? Or are you a veteran looking to refresh your offering? Join Brad Cleveland, former ICMI president, as he walks you through the absolute laws and service dynamics of customer contact. We'll explore tradeoffs be...
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ICMI: The Importance of Emotional Intelligence
ICMI: The Importance of Emotional Intelligence
59:50
Forgetting the power, responsibility, authority, and weight we carry in our roles as leaders and managers is easy. Join us to delve into emotional intelligence, its competencies, and what stops us from displaying great leadership. Join Debo...
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ICMI: Which Metrics Really Drive the Business?
ICMI: Which Metrics Really Drive the Business?
61:38
Call centers are overflowing with data, but which metrics really matter? Are you measuring the right things_and using the data appropriately to improve your business_or just chasing numbers? How can you make your data more meaningful to bot...