ICMI Learning and Development Resources

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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 July 24, 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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Your WFM Team Might Be Winning the Wrong Game
Date Published July 20, 2026 - Last Updated July 20, 2026
We're going to call him Bob. We're going to say that he's fictional, but I think we all know a Bob. I met this fictional and totally non-real person, Bob, at the... Read More
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See What’s Coming to the HDI & ICMI Idea Exchange Series
Date Published July 13, 2026 - Last Updated July 13, 2026
There’s no shortage of webinars these days. What makes the HDI & ICMI Idea Exchange different is that it's actually interactive. And not in the sense that we just throw up a... Read More
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The Most Dangerous Leadership Lie
Date Published July 13, 2026 - Last Updated July 13, 2026
I remember being in my twenties, working as a sales manager for a consumer products company. The owner was a self-made multimillionaire who had earned his first million by age 25. By... Read More
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How to take a strategic approach with agentic AI for CX
Date Published July 07, 2026 - Last Updated July 07, 2026
AI continues to evolve faster than anyone can follow, and in the contact center space, no trend is more important right now than agentic AI. This is the first of a two-part... Read More
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How to Integrate the Right Technology at the Right Time
Date Published June 29, 2026 - Last Updated June 29, 2026
Ask a room of leaders what will transform their business this year and most will say AI. Ask which problem it solves, and the answer is high-level: deflection of contacts, cut cost... Read More
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