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Call Center and Contact Center Resources

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Rewards Management and Driving Contact Center Success
Date Published December 12, 2023 - Last Updated December 12, 2023
How do I better motivate my team and retain top talent? Do I include performance or merit pay? Should I offer a flexible workplace schedule? How do rewards like stock option schemes,... Read More
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The Business Impact of Generative AI on Contact Center Managers
Date Published November 16, 2023 - Last Updated November 24, 2023
There’s been plenty of digital ink spilled over how Generative AI will impact the customer and agent experience. Yet, the impact reaches far behind the front lines and will reshape the roles... Read More
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Recognizing the Heroes Behind the Headset: Transforming Complaints into Opportunities
Date Published November 07, 2023 - Last Updated November 24, 2023
In today's highly digitalized world, the heart of customer service still beats loudest in the contact center. While technology has vastly transformed how businesses interact with their customers, the timeless value of... Read More
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Announcing ICMI's Global Contact Center Award Winners for 2023!
Date Published October 25, 2023 - Last Updated October 26, 2023
Last week, contact center professionals from around the world gathered to learn, network, and celebrate at ICMI’s Contact Center Expo 2023. The winners of this year’s Global Contact Center Awards were crowned during... Read More
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How to Achieve Team Success Using Emotional Intelligence-Based Leadership
Date Published August 15, 2023 - Last Updated September 22, 2023
Pause. Take a few minutes to mentally review your team. What is the overwhelming sense of your team? Decreased morale? Increasing levels of conflict? Diminished collaboration? What do your numbers tell you? Do... Read More
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Transformational Leadership in the Contact Center
Date Published August 02, 2023 - Last Updated September 22, 2023
Is your team stuck in a rut? Are you concerned about a growing sense of negativity within your team? Is your team struggling to meet organizational targets despite having the tools and... Read More
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Best Practices in Sourcing, Hiring, Onboarding, and Retaining Hybrid and Remote Workers
Date Published July 31, 2023 - Last Updated September 22, 2023
There haven’t been many silver linings from COVID-19, and frankly we're all still way too close to it to really recognize what some of these things may be. But there’s one thing... Read More
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Adaptable Best Practices to Manage Work Arrangements Whether You’re Onsite, Remote, or Hybrid
Date Published July 24, 2023 - Last Updated July 24, 2023
I speak with contact center leaders across the US every week, and it’s clear most contact centers have settled into the work arrangement they plan to maintain for a while:   "We’ve put... Read More
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“Behind every data point there is a human being.”
Date Published July 11, 2023 - Last Updated July 12, 2023
Each year, ICMI is helped by the ICMI Strategic Advisory Board. This group of industry thought leaders helps us evaluate our publications, training, and connections. We like to get to know each... Read More
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The Benefits of a “Try Before You Buy” Management Training Model
Date Published July 10, 2023 - Last Updated July 12, 2023
I was hired by a CEO to come into a technical support, customer-facing organization that was struggling to meet performance expectations and was losing money in their U.S. operations. Within my first... Read More
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