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Call Center and Contact Center Resources

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Article -
How AI Is Reshaping the Role of Contact Center Agents
Date Published April 01, 2025 - Last Updated April 01, 2025
The conversation around AI’s role in contact centers is everywhere – from LinkedIn to boardrooms. While some speculate about full automation, the reality is more nuanced. We often hear the question: Is... Read More
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What Does Life After Tier 1 Look Like?
Date Published March 31, 2025 - Last Updated March 31, 2025
We’re all on a one-way journey to a place where automation, integrations and Agentic AI have eliminated nearly all Tier 1 requests. Now, Tier 2 human agents can handle the remaining few... Read More
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Why Manual Scaling is Too Expensive — And a Waste of Time
Date Published February 11, 2025 - Last Updated February 14, 2025
The average agent salary in the U.S. last year was $42,760. Meanwhile, contact centers dedicate between 50 to 70% of agents to Tier 1 support even though AI agents can handle 90%... Read More
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5 Tips for Using Gen AI as a Customer Service Reading Tool
Date Published February 05, 2025 - Last Updated February 05, 2025
As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats,... Read More
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Is Your Contact Center Ready for AI? 3 Questions to Ask
Date Published January 22, 2025 - Last Updated January 22, 2025
It seems that all we hear about in the tech and contact center world is how AI is going to change the world. How wonderful, how effective and from a business perspective... Read More
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Get It Right for Your Agents: 5 Recommended Steps to Success Regardless of How Quickly the GenAI Market Evolves and Just Where It Goes
Date Published November 22, 2024 - Last Updated January 28, 2025
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age’ - Chapter 3 Chapter 2 of this article series captured four agent-specific risks and touched on others outside that scope. ... Read More
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The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 2
Date Published November 15, 2024 - Last Updated January 28, 2025
Chapter 2: The Real Issues and Risks are Growing: 4 Key GenAI Weaknesses Tied Directly to Your Agents and these ‘Solves It All’ Solutions Chapter 1 captured multiple, rapidly progressing changes and... Read More
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The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 1
Date Published November 12, 2024 - Last Updated January 28, 2025
Chapter 1: A Question. How Much Has Changed for Agents in 6 Months? The Answer. A Ton!  An Overview and 4 Key Market Strengths Overview: “The Times They Are A-Changin”.  Bob Dylan... Read More
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10 Tips to Get Knowledge Articles Updated for GenAI
Date Published November 11, 2024 - Last Updated November 11, 2024
As generative AI (GenAI) becomes the backbone of self-service solutions, your knowledge base must be more than just helpful — it needs to be smart. At ICMI’s Contact Center Expo, a lot... Read More
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4 Key Features of an AI-First Contact Center
Date Published October 29, 2024 - Last Updated October 29, 2024
Contact centers have struggled with many of the same issues for years now, and despite new software, hiring, adding channels and endless thought leadership — things don’t seem much better. It’s because... Read More
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