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5 Omnichannel Lessons Learned the Hard Way

By: Five9 | Published: February 18, 2020

Article

Being Customer-Centric Is a Requirement, Not an Option

By: Nick Glimsdahl | Published: January 27, 2020

Albert Einstein once said, “The problems that exist in the world today cannot be solved by the level of thinking that created them.” Wise words. When it comes to evolving customer expectations,... Read More

Article

Remember When Mobile Technology Wasn’t Considered Important to Contact Centers?

By: Jessica Harris | Published: January 24, 2020

The rapid evolution of mobile technology has kept contact centers on their toes over the past decade and continues to be a preferred method of communication for many customers, regardless of industry.... Read More

Article

Our People Are Our Future

By: Murphy Fraser | Published: January 23, 2020

A few years back, an agent asked me during a busy lunch shift if they could get a glass of water. Yes, you read that right - they asked me if they... Read More

Webcast

2020 Vision: Contact Center Trends to Watch

By: serenova | Published: January 22, 2020

Whitepaper

Customer Journey Mapping and The Omnichannel Experience

By: Genesys | Published: January 21, 2020

Article

Looking Back to See the Future

By: Todd Hixson | Published: January 21, 2020

I was asked by ICMI to take a look back in the last decade to forecast where we will end up in 2020 and beyond. I am a forecaster by trade, and... Read More

Article

I Have a Customer Care Dream

By: Neal Topf | Published: January 17, 2020

The middle of January always invokes the incomparable “I Have a Dream” speech by Dr. Martin Luther King Jr. Today, I’d like to adapt his words just a bit to apply the... Read More

Article

Elevate Your Customer Experience with Omnichannel

By: Jen Jackson | Published: January 16, 2020

The start of a new year—a new decade—is an exciting time. It signals a fresh beginning, the opportunity to let go of what doesn’t work, and evolve and improve what does. Now,... Read More

Article

Meet the 2020 ICMI Featured Contributors

By: The Editors | Published: January 15, 2020

In 2018, we launched the ICMI Featured Contributor program. Each year since, a new roster of featured experts, from a variety of backgrounds, have shared their knowledge to help ICMI educate, inspire,... Read More

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