Advertisement

Call Center Resources & Insight

Sort By:
Webcast
5 Omnichannel Lessons Learned the Hard Way
Read More

Webcast
2020 Vision: Contact Center Trends to Watch

Article
I Have a Customer Care Dream
The middle of January always invokes the incomparable “I Have a Dream” speech by Dr. Martin Luther King Jr. Today, I’d like to adapt his words just a bit to apply the... Read More

Article
Elevate Your Customer Experience with Omnichannel
The start of a new year—a new decade—is an exciting time. It signals a fresh beginning, the opportunity to let go of what doesn’t work, and evolve and improve what does. Now,... Read More

Article
Meet the 2020 ICMI Featured Contributors
In 2018, we launched the ICMI Featured Contributor program. Each year since, a new roster of featured experts, from a variety of backgrounds, have shared their knowledge to help ICMI educate, inspire,... Read More

Article
Put Us Out of Our Misery: The End of Customer Service Email?
Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

Article
Make Your 2020 Resolutions Come True...Right Now!
The beginning of a new year is a great time to reflect on accomplishments of the past and energize ourselves for future pursuits. It's an ambitious-minded time of year for many of... Read More

Article
Coming Soon in the 2020s: Increased Workplace Flexibility
During the last decade, contact centers have begun to embrace increased workplace flexibility, allowing employees to work remotely. With technology continuing to improve, mixed with more companies going global, there’s been a... Read More

Article
Building on a Strong Foundation: The Contact Center Through 2025
While much of the 2010s were focused on big data, customer experience, omnichannel, cloud services, AI, and digital strategy in the contact center space, the opportunities to come involve building on the... Read More

Article
ICMI's Top 50 Thought Leaders to Follow on Twitter in 2020
For six years running, ICMI has compiled a list of the top 50 thought leaders to follow on Twitter. Last month, we asked members of our community to nominate their favorite thought... Read More

View More Content