SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

It's alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management ...

Call center burnout isn’t just a staffing issue. It’s a warning light that today’s change management tactics aren’t keeping up. Across industries, companies face mounting pressure to rewire how ...

This partnership with Bright Pattern allows us to significantly elevate the value we deliver to our clients.”— Ahmed ...

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

Call centers, contact centers and contact center as a service software all fall under this category as they include handling of inbound contacts and outbound contacts in the context of customer ...

If you currently have best practices and world-class tactics in place at your contact center, you are very likely doomed. You have chosen to incorporate proven approaches and principles, and in doing ...

If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...