Posts Tagged: icmi

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Artificial Intelligence is Slowly Transforming Contact Centers
March 14, 2017
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An intelligent network, however, has the power to pick up on the tonal differences and speech pattern changes that indicate a heightened emotional state. The system then notifies the contact center agent about the client's emotional status to enable a positive result to an interaction that may have otherwise taken a negative path.
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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 […]