Call Center and Contact Center Resources

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Clear Communication is a Key to Customer Service Success

Published: March 23, 2023

Every year, ICMI supports a Strategic Advisory Board composed of industry thought leaders, practitioners, and solution providers. We work with this board to focus on customer insights and contact center market developments,... Read More

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What to Do and What to Avoid for Your Knowledge Management Program

By: Kate Leggett | Published: March 22, 2023

Knowledge management is a hot topic these days, as it can empower agents, many of whom are still working from home, with the right answers that comply with company and regulatory policy.... Read More

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How Performance Coaching Can Benefit Contact Centers

By: Fred Gatty | Published: March 21, 2023

If you ever thought that having a contact center quality assurance program alone can fix all your customer service problems, think again. While having an effective quality assurance program is paramount to... Read More

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Tournament Time in the Contact Center: The ICMI Awards Program is Now Open

Published: March 18, 2023

Is your NCAA college basketball bracket already busted? Might be time to pivot to a new kind of competition. The ICMI Global Contact Center Awards program for 2023 is now open! Now... Read More

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How to Evaluate a Contact Center Outsourcer

By: Sharon Melamed | Published: March 18, 2023

Outsourcing has been a game-changer for so many companies, but let’s face it, it’s not always sunshine and blue sky. In fact the divorce rate amongst contact center outsourcers and their clients... Read More

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Why Isn’t Customer Service Improving?

By: Bob Azman | Published: March 16, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these... Read More

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How to Have Grit as a Contact Center Leader

By: Sayo Afolayan | Published: March 09, 2023

We are humans first before we are leaders. We feel the weight of the changing economy and the impact on our team’s performance and morale. We connect with the struggles that our... Read More

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Survey Results Should Not be an Agent Incentive

By: Rob Dwyer | Published: March 08, 2023

Late last month, my wife had a business event in Las Vegas, so I tagged along for a few days. Our stay was at a well-known hotel brand that focuses on business... Read More

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What are the Tech Skills Needed for Contact Center Success?

By: ICMI Contributors | Published: March 07, 2023

Each month, we ask contact center and customer service thought leaders to weigh in on important questions that impact the contact center industry. Here is this month’s question: To excel at customer... Read More

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3 Technologies Poised to Disrupt Knowledge Management

By: Jarrod Davis | Published: March 01, 2023

Knowledge management (KM) has two key components - the delivery side, which is agent and customer facing, and the editorial side for managing content, including archiving, versioning, languages, and formatting. The editorial... Read More

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