July 2018


Contact Center Executive Outlook on Employee Engagement

By Susan Hash

Industry leaders share their insights on the impact of agent engagement and how to improve it in your operation.

Agility Factor

Survey Erosion

By Jay Minnucci

The value of customer satisfaction survey data has been eroding over the past few years leading to a deadly situation in which contact center leaders presume that all is well when the opposite is really the case.

Customer Experience

How Customer Experience Can Drive Topline and Bottomline Growth

By Chris Bauserman

Consumers are basing their buying decisions on meaningful and engaging experiences.

Employee Engagement

The Evolution of Employee Engagement in the Contact Center

By Brian Burke

Challenges and recommendations for building meaningful engagement strategies.

Idiom Insights

Lost in the Labyrinth: Visionary or Radical?

By Kathleen M. Peterson

A visionary recognizes the inefficiencies and management issues. It takes a radical to really do something about it.

Inside View

Adriana Thompson, BuildASign.com

By Susan Hash

ICMI’s 2018 Contact Center Supervisor of the Year shares insights on how to be a caring leader.

Special Report

2018 Contact Center Technology Survey Reveals Critical Needs

By Lori Bocklund

It has been six years since we reached out to contact center professionals to take stock of their technology views. An analysis of the results of our 2018 Contact Center Technology Survey.

Sponsor Spotlight

Contact Centers: The Secret to Business Intelligence

By Telax

How shifting contact center analytics can lead to stronger business intelligence.

Strategic Staffing

Now Entering the Workforce: Rethinking Jobs for Gen Z

By Michal Clements

Gen Z are digital natives, but their values and motivations differ from millennials.

Tech Line

Imagining the Possibilities with AI

By Lori Bocklund

An AI primer with ideas to help with early stage planning.