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30th Anniversary Special Edition Content

Will Robots Replace Contact Center Agents?

This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are already having on the contact center. They also predicted what the future might hold. Will robots ever... Read More

Principles of Contact Center Quality

How do you define quality in your contact center? How is quality impacting your accessibility? And what are the costs of poor quality to your organization? The need for organizations to improve... Read More

Customer Experience: Just Another Catch-Phrase?

I am dating myself, but back in the late 80’s I authored a strategic plan for a major financial institution brazenly titled “Relationship Banking for the 90’s” and I went on to... Read More

12 Reasons Customer Service Professionals are Giving Thanks

In the spirit of the season, we asked members of our #ICMIchat community to share why they're thankful this year. Click through this slideshow to learn about their proudest accomplishments from 2016,... Read More

The Future of Customer Service: Mobile-First, Mobility and More

While the world continues to rotate, technology too evolves as the future of customer service and contact center technology reaches new heights every day. A study has shown that 92 percent of... Read More

What Works in Training: Corrective Feedback

Since making mistakes is the best way to learn, isn’t it logical that giving corrective feedback is important for learning? Yet, some trainers are reluctant to point out when people are wrong... Read More

How to Deliver a More Seamless Customer Experience

Every contact center leader and CXO hopes to deliver a seamless customer experience, but what does that mean? And how do you do it? Our #ICMIchat community spent time exploring what a... Read More

You, Machines, and the Future of Customer Service

As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it. While phone has been the predominant... Read More

The Expansion of Speech Analytics in Contact Centers

The contact center industry is beset with many challenges in 2017, and the focus on customer service and compliance remains a key differentiation point. The ability to amass, manipulate and evaluate large... Read More

Tell Us Which Contact Center Thought Leaders Inspire You

November is a perfect time to reflect and give thanks, so we want to show our appreciation for all the thought leaders in our contact center community. You inspire, educate, and help... Read More



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