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Call Center and Contact Center Resources

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How to take a strategic approach with agentic AI for CX
Date Published July 07, 2026 - Last Updated July 07, 2026
AI continues to evolve faster than anyone can follow, and in the contact center space, no trend is more important right now than agentic AI. This is the first of a two-part... Read More
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How to Integrate the Right Technology at the Right Time
Date Published June 29, 2026 - Last Updated June 29, 2026
Ask a room of leaders what will transform their business this year and most will say AI. Ask which problem it solves, and the answer is high-level: deflection of contacts, cut cost... Read More
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Stop Treating Your IVR Like a Phone Tree
Date Published June 08, 2026 - Last Updated June 08, 2026
Most contact centers treat their IVR as a static tool. It does the job of routing calls and playing pre-recorded messages, and that’s it. That is the problem! Given that today’s customers... Read More
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How to Think Strategically About AI Adoption
Date Published April 21, 2026 - Last Updated April 21, 2026
AI doesn't fail because it's too ambitious. It fails because it's unfocused. In my last blog, I unpacked the risk of racing into AI initiatives that look impressive in slide decks, but... Read More
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How to Develop an AI Strategy to Improve Customer Service
Date Published March 25, 2026 - Last Updated March 25, 2026
Being a new ICMI Contributor, many of you may not know me, but as a 20+ year independent technology analyst, I’ve been writing and speaking extensively about contact center and CX topics... Read More
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Why Your AI Pilot Succeeded, But Your Rollout Failed
Date Published March 24, 2026 - Last Updated March 24, 2026
The metrics looked strong. Containment rates were up. Handle time dropped. Agent satisfaction scores during the pilot were the best the team had seen in two years. Leadership approved the budget, the... Read More
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Your AI Dashboard Is Lying to You
Date Published March 23, 2026 - Last Updated March 24, 2026
You have more data than you’ve ever had. But somehow, it feels like you understand your operation less than before. If that sounds familiar, you're not alone. Most of the contact center... Read More
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ICMI Consultant's Corner: Meet Steve Campbell
Date Published March 18, 2026 - Last Updated March 18, 2026
Steve Campbell has 27 years of consulting experience in the contact center space. Steve skillfully works with all levels of the organization, forming strong partnerships with client companies to deliver improvements in cost, quality and service. His ability... Read More
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Your AI Tools Might Be Making Your Agents Slower. Here’s How to Know.
Date Published March 13, 2026 - Last Updated March 13, 2026
Before you sign your next AI contract, ask yourself one question: will my team trust this tool, or work around it? If you’re not sure, keep reading. Contact centers spent billions on... Read More
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AI Training & Consulting: A Show vs Tell Approach
Date Published February 24, 2026 - Last Updated February 24, 2026
From AI Strategy to Capability A quick scan of executive job boards and recent AI headlines tells you something important. Companies are no longer experimenting with AI on the side. They are... Read More
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