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Featured Articles Friday: Week of October 15, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Workforce Optimization: A Systems Thinking Activity

What IS Workforce Optimization?? It's one of those BIG words you see all over the internet, from most every contact center platform provider out there. You see it as a suite of... Read More

Featured Articles Friday: Week of October 1, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Featured Articles Friday: Week of September 24, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Featured Articles Friday: Week of September 10, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

The Battle to Own the Single Pane of Glass

Now more than ever, contact centers are taking center stage as one of the critical components of a successful business.  How they organize information for their agents plays an essential role for... Read More

7 Ways Technology Can Improve the Hiring Process

Recruiting and retaining top talent has never been more challenging than in today's tight labor market. It's time for contact centers to rethink the traditional hiring model. While technology comes with its... Read More

The Contact Center Must Evolve: 5 Trends to Watch

Constant evolution is essential in the contact center industry. A few short years ago, we only talked about 'call centers' but very quickly that transformed into discussions about 'contact centers.' A contact... Read More

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



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