ICMI

From transforming customer experiences to leading with purpose, Bianca Price, MBA is making waves in the industry. She's also speaking at ICMI's Contact Center Expo: A Digital Experience on April 23! Earlier this month, Bianca gave us a sneak peek of her session: From Frontline to Bottom Line: How EX Drives CX Excellence. If you're a big fan of practical takeaways, you don't want to miss this one! Watch this 90-second clip to find out why. ?? in the comments to view the full interview with Bianca, get more info on her session and register for the free event! ??

Struggling with contact center attrition? You’re not alone. High turnover isn’t just a headache. It impacts service quality, morale, and the bottom line. But what if you could break the cycle? JEFF SHEEHAN's latest blog post dives into actionable strategies to tackle the attrition crisis head-on. From smarter hiring to retention-boosting leadership practices, find out what’s working for today’s top contact centers. Read Jeff's post at the ?? in the comments. ?? Let us know: What’s the #1 thing that’s helped YOUR team improve retention? Drop your best advice below. ??

Are your contact center metrics driving real success or just ticking boxes? ?? ICMI’s latest research reveals which KPIs are getting all the attention and what’s being overlooked. Don’t miss this breakdown of the numbers that matter! What’s one metric you wish your contact center tracked (or prioritized) more? Let us know in the comments! ??

Register now at NO cost! Join us on April 23rd for a day full of sessions and education! #ccexpo #virtual #CX Register- https://lnkd.in/e8jAMJkB

In case you missed it: we're launching a mentorship program this spring! Ready to take the next step in your career? Apply by April 11 to participate in this free program. Details here: https://bit.ly/3RelmJX

?? We asked ChatGPT to turn the average workday of a contact center agent into an action movie trailer. What do you think? ?? [INTENSE MUSIC BUILDS, SCREEN FLICKERS WITH FLASHES OF A BUSY OFFICE] NARRATOR (deep voice): In a world... where every second counts... A hero rises... from the chaos... of the contact center. [CUT TO: A CONTACT CENTER AGENT, SIPPING COFFEE, STARES AT A SCREEN WITH THE DETERMINATION OF A WARRIOR.] NARRATOR: They’ve faced it all. The endless queues. The system crashes. The angry customers. But today... today is different. [CUT TO: AGENT PICKS UP THE HEADSET, READY FOR ACTION.] AGENT (with steely resolve): “I’m here to solve your problem. Let’s do this.” [CUT TO: A CUSTOMER ON THE PHONE SCREAMING, "This is unbelievable! I’m never doing business with you again!"] NARRATOR: As the clock ticks down, every call could be their last. [FAST-MOVING SHOTS OF AGENT NAVIGATING COMPLEX SYSTEMS, CLICKING THROUGH SCREENS, AND TYPING FURIOUSLY.] AGENT (into headset, calm under pressure): “Let me take care of that for you.” [CUT TO: AGENT HANDS A CUSTOMER A SOLUTION ON SCREEN, THE CALL ENDS. AGENT SMILES, BUT THE NEXT CHALLENGE LOOMS.] NARRATOR: But one call is never enough. More are coming. And they’re harder than ever. [CUT TO: A SERIES OF SHOTS—MORE DIFFICULT CALLS, A CO-WORKER NEEDS HELP, THE SYSTEM GOES DOWN.] AGENT (smirking): “You can throw everything at me… I’ll handle it.” [CUT TO: THE AGENT ZOOMING THROUGH A SYSTEM ERROR, BRUSHING OFF THE PRESSURE LIKE A TRUE ACTION HERO.] NARRATOR: This fall... get ready for the ultimate test of patience, skill, and determination... [DRAMATIC PAUSE. AGENT STANDS IN FRONT OF A BLAZING COMPUTER SCREEN, THE LIGHTS DIM, AND THE TITLE HITS.] TITLE CARD: "The Call of Duty: Contact Center" NARRATOR (whispering): Because in this line of work... your resolve is the real customer service hero. [THUNDEROUS MUSIC AND SLOW MOTION SHOT OF THE AGENT SWIVELING IN THEIR CHAIR, READY FOR THE NEXT CALL.] COMING SOON. Will they survive? Find out on the next call. ?? "The Call of Duty: Contact Center."

Whether he’s on the mic at ICMI’s Contact Center Expo, writing blogs, teaching pickleball, on the road with Metric Sherpa or dropping ??memes in CX Accelerator, Nate Brown is always encouraging those around him. His passion for CX, leadership and continuous improvement is contagious! In this Q&A, Nate shares career-defining advice, his thoughts on the future of Voice of the Customer and the power of laser focus. Take a peek! ??

This week’s issue of Contact Center Chronicles flips the script on traditional leadership advice with insights from Luke Jamieson on how lifting others can help you climb the ladder faster. ?? Dive in below, then join the conversation. What’s the best leadership advice you’ve ever received? Drop your thoughts in the comments! ??

Join us on April 23rd for A Digital Experience. New speakers and keynotes announced. Be a part of the action! Register- https://lnkd.in/e8jAMJkB

Want to land your next #contactcenter role? ICMI Featured Contributor Bianca Price has advice that will help you stand out. Whether you're actively job hunting or just keeping an eye out for new opportunities, these four simple strategies can help you showcase your skills, impress hiring managers, and land the role you deserve. Want the full scoop? Read the blog post at the link the comments!