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Part two: How to take a strategic approach with agentic AI for CX
Date Published August 31, 2026 - Last Updated August 31, 2026
Every CX vendor has an agentic AI offering now, including many players you’ve never heard of. With AI evolving so quickly, there is no shortage of choice, and to varying degrees, most... Read More
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AI Is Changing the Contact Center. It's Also Changing the Job of Leading One.
Date Published August 30, 2026 - Last Updated August 30, 2026
I recently witnessed a leadership meeting where an agenda item grew into a major, heated discussion. Should a common customer request be handled entirely by AI, or does a person need to... Read More
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What Contact Centers Risk Losing with AI
Date Published August 24, 2026 - Last Updated August 24, 2026
Recently, I listened to a call that changed how I think about customer and patient experience. A patient reached out for help and, during the conversation, shared that they were experiencing a... Read More
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Your Service Culture Is Only as Strong as Your Last Hire
Date Published August 17, 2026 - Last Updated August 17, 2026
Not long ago, I had an experience as a customer where the same issue was handled very differently by two people within the same organization. Same problem. Same company. Completely different outcomes.... Read More
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What Contact Centers can Learn from The Bear
Date Published August 11, 2026 - Last Updated August 11, 2026
One of my favorite television shows of the past few years is The Bear. For those who haven't seen it, the series follows a Chicago restaurant that begins as a struggling sandwich... Read More
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The Best Contact Centers Have Outgrown the Traditional Metrics. Here’s What They Measure Instead
Date Published August 03, 2026 - Last Updated August 03, 2026
Most contact centers have more metrics than they know what to do with. Recently, a leadership team walked me through a dashboard containing dozens and dozens of measures: wait times, staffing levels,... Read More
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Stop Managing Generations
Date Published July 28, 2026 - Last Updated July 28, 2026
A senior operations leader at one of the largest national defense contractors in the country recently shared a leadership challenge I hear often: “How do I effectively manage the newer generations?”  He... Read More
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Applications Are Now Open for ICMI's New Mentorship Experience
Date Published July 27, 2026 - Last Updated July 27, 2026
You know you're capable of more. Maybe you've got your eye on a leadership role. Maybe you've been managing a team for a while and you're ready for the next step. Or... Read More
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3 Example Prompts to Make AI Your Process Improvement Partner
Date Published July 27, 2026 - Last Updated July 27, 2026
How do you use AI at work?  That’s a question I ask myself every day.  Over the past year, I’ve incorporated AI into nearly every phase of the improvement process: from identifying... Read More
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Meet the 2026 ICMI Global Contact Center Awards Finalists
Date Published July 24, 2026 - Last Updated August 25, 2026
Today is one of my favorite days of the year. It's the day we get to recognize the people, teams, and organizations who are raising the standard for customer service and support.... Read More
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