What is ICMI's QueueTips?

ICMI’s QueueTips is a FREE interactive question-and-answer forum where call center professionals can research answers to any call center problem, issue or concern. The greatest value of ICMI’s QueueTips is the massive online Knowledgebase of questions and responses, conveniently organized by topic and subtopic. In fact, we believe ICMI’s QueueTips Knowledgebase is the largest free online resource for call center professionals available anywhere in the world!

Go to QueueTips

Search Before You Ask

We invite you to search or browse through ICMI’s QueueTips Knowledgebase to find insights on the topics that matter most to you. Chances are that you’ll find the answers you seek among the hundreds of entries posted by your peers from around the world. Look especially for responses submitted by ICMI’s own experts (easily identifiable by the accompanying photos).

Submit A Question

If you can’t find the answers you’re looking for, or need to explore a new angle or topic, please submit your question! It will be posted in the next monthly edition, and responses received will be posted in the following edition. Questions which do not receive any responses will be removed after two months.

In order to increase the chances that your question will generate the responses you need, please keep the following tips in mind:

• Short, concisely written questions are the easiest for potential responders to read, and tend to get the most responses.
• Very detailed questions specific only to your call center are less likely to get responses. Try to pose questions in such a way that they apply to others in similar situations.
• Topics that have already been covered are less likely to elicit responses.
• Ask challenging questions. Our readers like to help peers who are stuck, but they are less likely to respond to overly general questions or simple ones that could be figured out with a quick look in a manual or a 5-minute call to your vendor.

Submit Answers to Questions

Responses from readers are what ICMI’s QueueTips is all about! Please share your knowledge and experience with your peers by clicking on the “Offer Your Comments” button below each question (or below previously posted responses). It is important that you use that button, because it will open a form so that we’ll be able to match up your response with the correct question.

Tips for responses:

• Answer the question as directly as possible. Stick to the point and provide a complete response.
• If you have resources to share (e.g., a spreadsheet, sample form, etc.) submit it along with your response so we can post a link to it.
• No commercialism, please! ICMI’s QueueTips is not a billboard for advertising your company’s products or services. If you have a vested interest in a company you recommend, please acknowledge this.
• No prospecting for sales leads, please. ICMI’s QueueTips will only publish your name and company’s name (both of which we will withhold upon request), not your contact information or offers for readers to contact you directly.

ICMI reserves the right to edit all submissions and the discretion to not post submissions we deem to be inappropriate for ICMI’s QueueTips. If you have any further questions about ICMI’s QueueTips, please send email to QueueTips@icmi.com.

Subscribe to ICMI’s QueueTips

Subscribe to ICMI’s QueueTips to receive a message each month notifying you when ICMI’s QueueTips has been updated. Regular ICMI’s QueueTips readers will want to go directly to the New Questions and Responses page to see what has been added that month. If you’re eager to see your ideas in print, go directly to the Open Questions page and submit a response – we’ll post it online in the next edition.

Welcome to the QueueTips community!

Sign Up for QueueTips

Please sign me up for QueueTips, Incoming Calls Management Institute's free interactive email bulletin.