Call Center and Contact Center Resources

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Call Center and Contact Center Resources

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What's Keeping You Up at Night?
Date Published September 24, 2025 - Last Updated September 24, 2025
"Thank you for putting this community together. It's truly felt special. Afshan did an AMAZING job leading a great conversation!" ~Liz Zaleski   Every month, ICMI Community Coffee Chats bring together small groups... Read More
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3 Ways to Reignite Purpose at Work
Date Published September 23, 2025 - Last Updated September 23, 2025
At our second annual retreat, we worked with a facilitator to clearly define our team’s purpose. As a new team growing rapidly, we wanted everyone to find their voice in the work.... Read More
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Stop Playing a Zero-Sum Game with Your Contact Center
Date Published September 22, 2025 - Last Updated September 22, 2025
What if I told you the way most contact centers are run is built on a lie? A deeply embedded assumption that for one side to win, the other has to lose.... Read More
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Evolving Contact Center Metrics Beyond the Call Center Era
Date Published September 17, 2025 - Last Updated September 17, 2025
It’s no secret that the contact center industry is undergoing a significant shift, driven by AI capabilities and data analytics that finally make sophisticated behavioral measurement possible. While many think that this... Read More
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4 Agentic AI Mythbusters
Date Published September 15, 2025 - Last Updated September 15, 2025
With the technology not even a year old, most organizations are still experimenting with Agentic AI pilots or even just “AI-curious.” Yet, a small group of early adopters are already running Agentic... Read More
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6 Best Practices for a Quality Assurance Program
Date Published September 09, 2025 - Last Updated September 09, 2025
No matter what industry you work for, you need a Quality Assurance program. I understand the need to measure compliance, especially in regulated industries, but that is not an excuse to not... Read More
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2 Trends to Add into Your Contact Center Plan
Date Published September 08, 2025 - Last Updated September 12, 2025
For many contact center leaders, 2025 began with high expectations for AI, automation and enhancing customer experience. By now, it’s evident that not every investment has met those expectations. Some projects stalled,... Read More
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How Your Hobbies Can Make You a Better Leader
Date Published September 04, 2025 - Last Updated September 04, 2025
Sometimes the best lessons in leadership and customer experience don't come from the boardroom or even the call center. They come from the things we love doing in our free time. At... Read More
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Think Like a Strategist with this 3-Step CX Leadership Model
Date Published September 03, 2025 - Last Updated September 03, 2025
Customer experience (CX) leaders operate in high-pressure environments where issues can quickly snowball. The difference between leaders who constantly react and those who shape outcomes lies in one critical skill: strategic thinking.... Read More
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The Worst Contact Center Experience I’ve Ever Had
Date Published September 02, 2025 - Last Updated September 02, 2025
If you have ever found yourself calling into another contact center, chances are you’ve walked away with ideas. Sometimes, you experience something great that sparks ideas, such as clever prompts in an... Read More
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