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ICMI is the authority on excellence! We empower contact center leaders w/ innovative resources, events & training. Join us Tuesdays @ 1pm ET for

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  1. Each week we're sharing our contributors' predictions for the future of customer servuce. What predictions do you have? Send them to our editor, craig.idlebrook@informa.com.

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  2. What corporate do you think should be retired for good in 2020?

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    What Companies are Changing Today in “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Warren Buffet said that…in 2005! on . , ,

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    “The employee experience can make or break the customer experience. Focus on asking your team what they need to best help customers and to care for themselves as humans, then implement it.” – Jenny Dempsey, CX Manager at NumberBarn.

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    Five actions your company should take now to elevate CX -

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    Join next week, when our Guest Host will be the inimitable !

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    Q8 | What’s your take on work from home programs? Productivity boost or bust? Why?

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    Q7 | What are some of the common productivity killers in a contact center environment?

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    Q6 | What’s the best cadence for checking in on performance goals?

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    Q5 | What’s the key to setting realistic performance goals?

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    Q4 | How can contact centers make better use of off-the-phone (or chat/email/etc.) time for agents?

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    Q3 | What advice do you have for helping agents stay focused at work?

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    Q2 | How can contact centers do a better job of balancing fun and productivity?

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    Q1 | What's the best way to measure productivity in the contact center?

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    Hey : If you want to learn more about being productive, check out the Maximize Productivity track at !

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  17. 4. velj

    Today is the day! Join in 1 hour at 1 PM ET to discuss ways to raise productivity.

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  18. 4. velj

    Kudos to all who entered the ICMI Global Contact Center Awards! Finalists will be announced on March 6, so stay tuned! Don't forget, the awards will be handed out at the ICMI Contact Center Expo, May 11-14, at Ft. Lauderdale. Register now at .

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    Training Tuesday: Learn through our Virtual Classroom, in person, or take a self-paced online course. We're ready for you!

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