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Call Center and Contact Center Resources

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Welcome to the Self-Service Revolution: How Helping Less Improves Agent Efficiency
Date Published April 25, 2024 - Last Updated April 25, 2024
As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves. But that’s where we are. We live in a... Read More
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Is your front-line agent representing your business as you would?
Date Published April 01, 2024 - Last Updated April 01, 2024
You train them, you coach them, but still, you wonder – Are my frontline agents representing my business as I would? And that is a big question. You can put in all... Read More
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Customer-Facing AI: Is It Ready for Prime-Time?
Date Published March 19, 2024 - Last Updated March 20, 2024
It's quite clear that 2023 was the year of generative artificial intelligence and 2024 will be the year of applied generative AI, especially in customer-facing situations.  Klarna says that it's AI-powered chatbot is... Read More
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Use Chat GPT to Help Write Social Media Responses to Customers​
Date Published March 15, 2024 - Last Updated March 19, 2024
“Too long, uncaring, and off-brand.” Three criticisms you never want to hear about your social media responses to customers! But it can be difficult to write posts that are short enough, empathetic... Read More
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10 Ways to Get Back to CX Basics
Date Published March 04, 2024 - Last Updated March 05, 2024
Why is it that customer service isn’t improving? Several recent studies suggest it is actually getting worse, not better despite the declining effects of the pandemic, supply chain issues and the like.... Read More
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Like, Follow, and Subscribe: Introducing ICMI's Top 25 Thought Leaders for 2024
Date Published January 18, 2024 - Last Updated January 18, 2024
Each year, we ask the contact center and customer experience community to nominate their choices for ICMI’s Top 25 Thought Leaders list. From more than 150 nominations, we’re pleased to present the... Read More
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How Technology Improves Empathy in the Enterprise Contact Center
Date Published January 16, 2024 - Last Updated January 16, 2024
Customer expectations may be evolving at a record pace, but some core ideas never change. Empathy and a strong human connection rank as top priorities for customers. People want to be seen,... Read More
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5 Steps to Defuse Angry Callers
Date Published January 11, 2024 - Last Updated January 14, 2024
Just because the holidays have ended doesn’t mean people are any less stressed. And when people are stressed, they love to take it out on call center agents. But, fear not! This... Read More
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Who Do You Follow?: Nominate Your Top Thought Leaders for 2024
Date Published November 30, 2023 - Last Updated November 29, 2023
The contact center industry is in a state of flux, and the only way to stay on top of the rapid pace of change is to learn at an even quicker pace.... Read More
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The Pinnacle of CX: Community in Three Layers
Date Published November 26, 2023 - Last Updated November 24, 2023
You’ve likely already seen the US Surgeon General's latest report. The “Epidemic of Loneliness” has the nation fully in its grip. It may be the least surprising and yet the most important... Read More
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