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Multichannel Contact Center

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Webcast
Challenges in Quality Management: Finding the Scope
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Article
Empower Agents of Change in Your Contact Center
  Agents have the power to transform customer experience if you equip them with the speed, skills, and focus they need to deliver exceptional service during every interaction and across every channel,... Read More

Article
13 More Fearless Predictions for the Future of Contact Centers
  All this winter, we are asking our featured contributors to offer their near-term predictions of the future of contact center-industry customer service. Here is what four of our contributors predicted:  Murphy... Read More

Article
#ICMIchat Rundown: Promoting Positive Perspectives
  On the most recent #ICMIchat conversation on Twitter, contact center and customer experience professionals joined forces to explore what it takes to promote positivity in the contact center. Participants weighed in... Read More

Article
Contact Center Agents: From Heroes to Superheroes
  They’re on the front lines every day, charged with managing (sometimes angry) customers, solving complex problems, and juggling multiple systems. They’re asked to be brand ambassadors,responsible for building long-term loyalty by... Read More

Article
What to Know About Customer Journey Mapping and the Omnichannel Experience
  You think you know your customers, but do you know who they are in the omnichannel experience? As omnichannel communication becomes the norm for customers to interact with brands, the exercise... Read More

Article
A Skill Isn’t "Soft" If You Use It All the Time in a Contact Center
  I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know customer... Read More

Webcast
5 Omnichannel Lessons Learned the Hard Way
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Article
Insights from #ICMIchat
  Each Tuesday, ICMI hosts #ICMIchat on Twitter - it’s a chance for contact center professionals to crowdsource ideas for providing great customer service and smooth operations. The Twitter chat is hosted... Read More

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