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Big Data and Social Analytics
June 12, 2016
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I went to yoga last night in Flatiron, New York. Had a kati roll at DesiGali on Ave B, East Village. Jogged around East River this morning. Had a coffee at Dunkin Donuts on Houston Street. All of this (and more) data is available and it could be harnessed for good use or bad. Ninety [...]
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Mobile Growth is Key Focus at 2015 ICMI Contact Center Expo and Conference
May 31, 2015
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The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus. But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just [...]
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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 [...]