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Experts Say Mobile is the Next Big Thing for Contact Centers
May 8, 2015
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There seems to be a consensus at the International Customer Management Institute, ICMI expo and conference in Orlando this week that out of all the changes in the market, explosive growth of mobile offers the greatest opportunity. Nemertes Research Analyst, Lisa Durant agrees there is a dramatic evolution in the industry, as mobile interaction continues [...]
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Contact Center Agents are Brand Ambassadors: ICMI participants
May 6, 2015
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The average entry-level contact center agents earn $28,000 annually while the seasoned ones can bring home more than $41,000, according to the International Customer Management Institute, ICMI, not shabby for a career most enter accidentally. In a vendor-sponsored study, “The Modern Agent: Understanding Performance, Productivity, and Positive Results,” ICMI finds that call centers have yet [...]
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So What Are Patterns? Why Should I care?
April 3, 2015
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All mathematics is a language that is well tuned, finely honed, to describe patterns; be it patterns in a star, which has five points that are regularly arranged, be it patterns in numbers like 2, 4, 6, 8, 10 that follow very regular progression. Brian Greene Identifying rules that describe specific patterns within “data” is [...]
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Voice Remains the Preferred Channel of Contact
March 12, 2015
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Don’t yank your voice cables if you operate a contact center because old habits definitely die hard! Even though use of mobile app and web are increasing, New Yorkers call 311in order of magnitude more than any other available channel, according to data released on NYC311 12th birthday. While majority of media was interested in [...]
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Our snow-storms as a rule: History of Snow storms in NYC
March 5, 2015
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Feels like it is the worst winter ever…. but NYC has a history of blizzard. On December 26, 2010, a Nor’easter dropped more than 20 inches of snow on New York City. Blizzard of 2010 Strong winds pushed the falling snow into drifts that measured up to four feet. Transportation suffered major delays as airports [...]
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January 25, 2015
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On January 7th, 2015 when Muslim terrorists slaughtered twelve journalists at the Paris offices of Charlie Hebdo, for some strange reasons I thought about Paris, Texas, a town often referred to as “the second largest Paris in the world”. As the maddening violence reverberated the globe, I wondered how did the people of Paris, Texas [...]