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Call Center Resources & Insight

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Webcast
Practical Ways to Boost Agent Morale
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Webcast
Survey Says: It's Time to Reimagine Quality Management!
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Article
7 Low-Cost Methods of Making Customer Communications More Consistent
Want to improve the way you communicate with customers? Consistency is key! This week during #ICMIchat, Leslie O'Flahavan led a discussion on improving the consistency of customer communications. The good news? Even... Read More

Article
Opinion: Contact Center Metrics to Embrace and Others to Take with a Grain of Salt
Metrics, like a ton of bricks, weigh on the contact center brain. During a recent #ICMIChat, we talked about scoreless QA and other numberless processes to evaluate agent performance. Having spent many... Read More

Article
5 Things Call Center Employees Wish Customers Knew About Their Job
There are plenty of misconceptions about life in the contact center. This week during #ICMIchat we decided to flip the script on careers in customer service. Participants shared lessons they've learned during... Read More

Article
How an Insurance Company Launched Customer Service via Alexa
You’re waiting at the gate for your flight and just remembered to check whether your health insurance covers you on vacation in Belize. No sweat. Just quickly ask Alexa on your phone... Read More

Article
Preparing Your Business for the Artificial Intelligence Revolution
Although artificial intelligence (AI) has emerged as a popular solution for modern businesses, many companies regard it as an option reserved entirely for the "bigger players." After all, AI is a complicated... Read More

Article
Are Your Agents Up Against Hidden Obstacles?
Why does service vary so much from company to company, and what are some of the most beloved brands doing differently to better serve their customers? To understand how to improve customer... Read More

Article
7 Practical Tips for Improving the Relationship Between Marketing and Customer Service
In a few select companies, the Marketing Department and the Customer Service Department are like a happily married middle-aged couple. They like the same music, they finish each other’s sentences, and they’re... Read More

Article
Answers to 5 of Your Questions About Contact Center Operations
You asked, we answered. Earlier this week during #ICMIchat, we tackled nine questions our community members submitted about contact center operations, strategy, and management. This video recaps answers to five of the... Read More

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