In 2023 Contact Centers are focused on staffing, skills, salaries, operations, processes, and technology. Our Contact Center Salary & Skills research report will give you what you need to know as you plan your next career move (or decide to…
The 2023 Service Management Salary & Skills report provides the essential insights and knowledge needed to make data-based decisions that will advance in your career. Find Out: Salary by role Salaries vs. general technical supp…
A 360° view of customer behavior is the holy grail of customer intelligence for companies succeeding in the modern digital world. Unfortunately for many customer-obsessed enterprises, this is not yet a reality. Efforts are often hampere…
Having the right people in the right place at the right time is at the core of delivering excellent customer service. It’s also easier said than done. So, whether your team is fully remote, hybrid, or on-site, these quick tips, tricks, an…
Omdia reveals four key trends affecting contact centers in 2023: declining agent populations, cloud licenses surpassing on-prem installations, voice joining the digital revolution, and AI enabling personalization and automation at scale. Take …
Learn from ICMI’s Strategic Advisory Board about the current trends and challenges as they address key questions and provide recommendations for contact center leaders. Download Today!Request Free!
When it comes to the creative solutions that agencies are producing for their clients every day, how do you ensure that EDI is at the forefront and part of the process from the very beginning for work that is most relevant and impactful? IPG Health lea…
Quality reviews help you assess the effectiveness of your customer service, identify opportunities to improve, evaluate processes, monitor customer trends, and ensure that you’re achieving your targets. You can’t improve if you don&rsqu…
Covid-19 exposed wide inequities in health in the United States and around the world. But health disparities persisted long before the pandemic. In this article the authors explain why businesses should help find solutions to health inequi…
When it comes to the creative solutions that agencies are producing for their clients every day, how do you ensure that EDI is at the forefront and part of the process from the very beginning for work that is most relevant and impactful? IPG Health lea…
