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Reality Check: Most Contact Centers Aren't Really Omnichannel

Even outside of work, we are all familiar with contact centers; they are the places we call when we feel unhappy, confused or annoyed by a brand, or when we need information... Read More

Now Accepting Nominations for the First Annual ICMI Movers and Shakers List

ICMI needs your help identifying emerging leaders and innovators in the customer experience and contact center space. We want to shine a light on the hardworking, creative individuals who are inspiring excellence,... Read More

Contact Centers are Staying Competitive by Adopting Real-Time Pay Technology

Between a tight labor market and changing employee expectations, it's increasingly difficult for contact centers to stay competitive. Data shows that adopting real-time pay technology can be the missing piece in the... Read More

How TechStyle Used Cloud and AI to Boost Growth and Lower Costs

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly... Read More

Who's Threatening Your Contact Center's Data Security? 5 Fraudsters to Know

No matter the industry, contact centers are prime targets for fraud. With sensitive data, like payment card numbers, Social Security numbers and other personally identifiable information (PII), flowing through the environment, it... Read More

Customer Service Tech Trends That Will Thrive and Die in 2018

Technology in today's Age of the Customer is simultaneously increasing customer expectations and making service more complex. In the last few years, smarter algorithms, artificial intelligence (AI), self-service channels and analytics have... Read More

So, You're Ready to Move to the Cloud-But What Kind of Cloud?

Moving your contact center to the cloud to gain benefits like managed operations that keep software running smoothly, greater support for remote agents and offices, and frequent automatic updates that provide new... Read More

What to Consider Before Adding AI to Your Contact Center

Artificial Intelligence (AI) is creating a lot of buzz these days--especially in the customer service industry. Looking past the hype, how can contact centers prepare? What should you consider before investing in... Read More

How to Supercharge Customer Service with Artificial Intelligence

Artificial Intelligence (AI) may seem like a futuristic concept, but its uses are spreading like wildfire. Garnering worldwide momentum and adoption, AI is on the path to becoming the new electricity –... Read More

Implementing New Technology in Your Contact Center

“Begin with the end in mind.”  -Stephen Covey. This is a quote you should aim to remember any time you start searching for, selecting, and implementing new technology. At each stage of... Read More



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