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Call Center and Contact Center Resources

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Article -
Engineering the Future of Contact Center Transcription in Real-time
Date Published July 30, 2025 - Last Updated July 30, 2025
When we launched ElevateAI in 2023, our mission was clear: get transcription right for the contact center. Not just accurate – but actionable. Not just fast – but domain-tuned, latency-aware, and enterprise-ready.... Read More
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7 Major FAQ Mistakes
Date Published July 29, 2025 - Last Updated July 29, 2025
I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages. And lots of desperate customers go to those pages for help.... Read More
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3 ways to empower your leadership team to drive change in your contact center
Date Published July 28, 2025 - Last Updated July 28, 2025
For those who have worked in a contact center for any length of time, you know daily whirlwind – managing call volumes, overseeing staff and handling unexpected challenges. It’s all too easy... Read More
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Announcing the 2025 ICMI Global Contact Center Awards Finalists!
Date Published July 23, 2025 - Last Updated July 23, 2025
Each year, the ICMI Global Contact Center Awards shine a spotlight on the most inspiring individuals, teams, and organizations raising the bar for excellence in customer experience. The 2025 finalists represent innovation,... Read More
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Stop Gaslighting Your Agents
Date Published July 21, 2025 - Last Updated July 21, 2025
Contact center leaders, are we still holding onto the idea that pizza parties are the answer to agent engagement? (I've hosted my fair share – slice in hand.) Or is it higher... Read More
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Real-World AI for Contact Centers: Meet ElevateAI
Date Published July 16, 2025 - Last Updated July 16, 2025
Artificial intelligence (AI) in the enterprise isn't just about big ideas – it's about building the right tools for the right problems. That’s exactly how ElevateAI came to life. Established as an... Read More
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What Every WFM Leader Needs to Know
Date Published July 15, 2025 - Last Updated July 15, 2025
Many WFM leaders get promoted because they’re excellent at the work itself: forecasting, scheduling reporting. But too often, we stay there, doing the tactical work that got us noticed in the first... Read More
Article -
How Metrics-Obsessed Support Can Undermine Real Relationships
Date Published July 14, 2025 - Last Updated July 14, 2025
 I’ll be honest. I’ve always had a complicated relationship with numbers. Back when I was a journalist, I was taught to chase facts, figures, and stats to build a solid story. Now,... Read More
Article -
The Dirty Little Secret About AI in Contact Centers
Date Published July 02, 2025 - Last Updated July 01, 2025
As an industry, we've never stopped chasing the elixir of faster response times, lower costs and round-the-clock service. Wouldn't you be chasing it if your CXO kept calling you the "cost center?"... Read More
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ICMI's Contact Center Expo Speaker Spotlight: Meet Sarah Caminti
Date Published July 01, 2025 - Last Updated July 01, 2025
Are you ready to transform your contact center into a powerhouse of engaged, loyal agents? If you’re tired of high turnover and disengaged teams, then you can’t afford to miss Sarah Caminiti’s... Read More
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