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Millennials… generally thought to be those born in the 80’s or 90’s. Also referred to as Generation Y or those of the short attention span always wasting time on that TwitBookerGramInstaFace thing and taking super cute selfies. The fact is, the Millennials already have a strong presence in the workforce and are filling in for the Baby Boomers...

In a webinar featuring HireVue, a digital interview platform who provides 24/7 customer support, Support Team Manager Bradin Wilhelmsen explained how their growing team needed to adjust strategies in order to provide better customer experiences. What they discovered was a whole new world of workforce optimization. If you missed the webinar, feel free to check out the...

If you’re a manager in a contact center, the topic of "performance management" or "performance improvement" is likely a topic that makes you cringe. Working through awkward conversations with woeful underperformers and providing negative feedback is something that doesn’t come naturally for most leaders, and can be a painful topic for many employees. Do you feel this is...

In early 2014, ICMI made a set of predictions to help contact center leaders focus their upcoming customer service initiatives, resolutions and projects. Now that we’re halfway through the year, it seems like a good time to revisit and reflect on our progress. One of our predictions was that contact centers would (and should) concentrate their efforts on...

Nobody likes SPAM: neither the annoying-to-malicious email practice, nor the kinda-sorta meat product from a can. While there is little the Canadian government can do about the canned meat, they are taking sweeping legislative action against the email variety. The Canadian Anti-Spam Legislation goes into effect on July 1, 2014 and will "help to protect Canadians while ensuring that...

"Do Not Call" and TCPA compliance is an extremely important, and complicated, piece of your outbound call center. As technology evolves to bend the current rules governing outbound dialing, the FCC has stepped up enforcement of several key TCPA statutes. Below, we examine a few of the most recent regulatory rulings to help you stay ahead of...

With ICUC 2014 just 3 months away, we’ve opened up nominations for this year’s Mojo Awards! Our awards are given to NICE CXone customers who demonstrate commitment to their communities, to their customers, and to innovation. Last year, we honored 7 outstanding organizations including: Outstanding Corporate Citizen – 2-1-1 San Diego Awarded to 2-1-1 San Diego for their philanthropic impact on...