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Call Center and Contact Center Resources

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Share Your Expertise: Apply to Become a 2027 ICMI Featured Contributor
Date Published November 04, 2026 - Last Updated November 04, 2026
Did you learn a lesson the hard way this year? Come up with an approach that helped your team? Have ideas and advice that could help another contact center leader tackle a... Read More
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Is Your AI a Teammate or Just a Number You Subtract?
Date Published November 03, 2026 - Last Updated November 03, 2026
Most contact centers now have two workforces. One has names, badges and shift bids. The other runs on software and answers thousands of customers a day. But in most workforce management plans,... Read More
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What Working in the Lost Luggage Taught Me About Customer Service
Date Published November 02, 2026 - Last Updated November 02, 2026
I started my customer service career 30 years ago, working for an airline in the lost luggage department.   English is my second language, and at the time I was still working... Read More
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3 Drivers for Making CX Better in 2027
Date Published October 22, 2026 - Last Updated October 22, 2026
This is my first year as an ICMI Contributor, and this is the last post on the calendar for my 2026 contributions. I’ve enjoyed getting to know the ICMI community, and as... Read More
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What You’re Risking When AI Handles the Customer Interaction
Date Published October 19, 2026 - Last Updated October 19, 2026
AI is rapidly changing customer experience. It can answer questions quickly, personalize interactions, automate routine requests, predict customer needs and provide service 24/7. When thoughtfully implemented, AI can make experiences faster, easier... Read More
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Live for today? Plan for tomorrow!
Date Published October 08, 2026 - Last Updated October 08, 2026
By nature, I’m a planner.  While some people encourage living in the moment, my mind is usually month, or even years, down the road. What do I need to do now to... Read More
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The Story Behind the Rock & Roll T-shirt
Date Published October 05, 2026 - Last Updated October 05, 2026
There’s something different about a T-shirt with a rock ’n’ roll band or album on it. It isn’t just clothing. It’s a memory you proudly wear. The faded black shirt with a... Read More
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“General Inquiries” Isn’t the Right Answer
Date Published September 28, 2026 - Last Updated September 28, 2026
“We're 30% over volume on this queue.” “What's driving it?” “General inquiries.” I've heard that exchange more times across my career than I can count, in escalations, in leadership updates, in conversations... Read More
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How to Deal with Energy Vampires
Date Published September 23, 2026 - Last Updated September 23, 2026
Throughout my career, and especially during my travels and time spent working inside organizations, I encountered a familiar workplace phenomenon: The Energy Vampire. Someone whose presence, attitude, behavior, or perspective consistently drains... Read More
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Don’t Demand a Seat at the Table
Date Published September 21, 2026 - Last Updated September 21, 2026
For more than 25 years, I've been brought into contact center and sales organizations to do rapid turnarounds. Usually, something is seriously wrong. Costs are too high. Customers aren't happy. Employees aren't... Read More
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