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Call Center and Contact Center Resources

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How to Make Time for Coaching in a Busy Contact Center
Date Published May 19, 2025 - Last Updated May 19, 2025
Last week, we explored how contact center leaders can reframe the way their teams approach quality assurance. (ICYMI, check out the full post here: Shift Your Contact Center QA Mindset). This week,... Read More
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Why Your Attendance Policy is Undermining Your Company: Part 1
Date Published May 16, 2025 - Last Updated May 16, 2025
Throughout my career, I’ve seen attendance policies be either the thing that no one fully understands or the bane of everyone’s existence. Interestingly enough, most attendance policies are similar. A basic point... Read More
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NEW: An Easy Way to Connect with Fellow Contact Center Pros
Date Published May 14, 2025 - Last Updated May 14, 2025
Coming Soon: ICMI Community Coffee Chats!   Contact center life moves fast. Between metrics, meetings and managing nonstop change, finding time to connect with others who truly get it can be tough.... Read More
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4 Practical Ways to Shift How Your Team Views QA
Date Published May 13, 2025 - Last Updated May 13, 2025
One Friday per month, we gather members of the ICMI community for a virtual meeting we call the ICMI Idea Exchange. It’s a time to dive deep on real challenges, brainstorm solutions... Read More
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5 Ways to Practice Servant Leadership in Your Contact Center
Date Published May 12, 2025 - Last Updated May 12, 2025
Contact centers are the heart of customer experience — and often, they’re pressure cookers. Between high call volumes, performance targets and emotionally charged interactions, the job can take a toll. In this... Read More
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Plan Now, Celebrate Later: 10 Fun, Fresh Ideas for Customer Service Week
Date Published May 02, 2025 - Last Updated May 02, 2025
Is it just me or does it feel like Thanksgiving was last month? Thinking about Customer Service Week in October may seem premature but trust me. Now's the perfect time. Don't let... Read More
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7 Moves That Cut Call Volume in 90 Days
Date Published April 29, 2025 - Last Updated April 29, 2025
Your IVR is smarter, your chatbots sparkle, yet call volume climbs. Audits show between 20 and 40% of inbound calls add zero value and cost $8 and $15 apiece. That’s a silent... Read More
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5 ways to build a better CX/VOC program
Date Published April 28, 2025 - Last Updated April 28, 2025
Contact center operations are a marvel to work in, because they are so measurable. Most centers can manage the numbers quite well, but that’s not enough to drive an effective Customer Experience... Read More
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Harnessing AI Search in Contact Centers: Embracing the Future of Customer Experience
Date Published April 25, 2025 - Last Updated April 25, 2025
Artificial intelligence, or AI, has become a game changer for industries across the globe, and contact centers are right in the mix. AI search technology is at the forefront of this revolution,... Read More
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From Silos to Service: What HR Can Learn from CX
Date Published April 23, 2025 - Last Updated April 23, 2025
Bridging the gap between experience, service and support in the contact center world. When people think about customer experience, they usually picture contact centers, customer journey and digital self-service. HR doesn’t usually... Read More
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