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Year End Review: Service Channels of the Past, Present, and Future

At the beginning of 2014, a lot of people were reading tea leaves, trying to predict what was in store for the contact center industry. Predictions varied, but most agreed that 2014... Read More

2014: A Year in Review

I’m not sure how 2014 went from your perspective, but here at ICMI we were witness to many amazing things over the course of the past 12 months.  As a tribute to... Read More

Here is What Happens When You Help Another Be Successful

This is probably the tip from 101 Ways to Rock Your World: Everyday Activities for Success Every Day that is shared and reprinted the most: #37 Do something to help someone else... Read More

#ICMIchat Recap: The Customer of Tomorrow

If you follow our blog or Twitter stream you've probably noticed a theme throughout the month of December.  We've devoted these past few weeks to looking back and thinking forward.  We've reflected... Read More

Optimize Your Contact Center for Tomorrow's Savvy Customer

Customers are more knowledgeable and perceptive than ever before. Simply put, they know what they want. And if they can’t get it from you, they’ll go somewhere else. As the buying process... Read More

ICMI's 14 Most Beloved Articles of 2014: Part Three

As we continue to reflect on all that happened for the contact center in 2014, we’re looking back at some of our most beloved articles of 2014. These articles generated quite a... Read More

What Does Tomorrow's Customer Look Like?

Ubiquitous mobility, the proliferation of social media channels and other recent technological innovations have given customers unprecedented power over brands—and this trend is not likely to slow anytime soon. Below are three... Read More

Your Customers Are Empowered With Knowledge--So How Can Your Contact Center Benefit?

Our daily lives are so intertwined with technology that it’s hard to remember life before Google and social media.  The last decade has brought about drastic changes in customer-facing industries and gone... Read More

A Little Effort Goes a Long Way. Just Do It.

The people who succeed are the ones who take the first step. More often than not, success takes very little effort, something like just one phone call. It’s the ‘just do it’... Read More

#ICMIchat Recap: The Agent of Tomorrow

Now is the time of year that we reflect on all that's happened and look forward to future.  Last week,  we devoted our #ICMIchat to all that's happened for the world of... Read More



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