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Call Center and Contact Center Resources

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Announcing ICMI’s Top 25 Thought Leaders of 2022
By: The Editors  |  Published: January 13, 2022
Those who make a good career in the contact center industry are often happy to share their knowledge to help others grow. That’s one of the great things about this field. Each... Read More
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Introducing ICMI’s 2022 Featured Contributors
By: The Editors  |  Published: January 12, 2022
ICMI strives to give you the best insights of the contact center industry, and we can’t do it without contributions from contact center professionals such as yourself. That’s why each year we... Read More
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The New Priorities for Contact Center Operations in 2022
By: Michele Rowan  |  Published: January 11, 2022
From the pandemic, we learned that the way people work is changing for the long haul, and there’s no going back. Equally as daunting, I find, is that there is no clear... Read More
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How to Support the Mental Health of Your Contact Center Workforce
By: Sayo Afolayan  |  Published: January 10, 2022
Right now, it’s likely one or more of your team members is struggling with anxiety or depression, has experienced declining mental health at work, and is scared to disclose their mental health... Read More
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Four Trends to Watch With CX in 2022
By: Tony Lorentzen  |  Published: January 05, 2022
Contact center leaders have been through a lot of upheavals this year. Customers are using more channels than ever, but they still expect seamless journeys and effortless, personalized engagement. Moreover, many agents... Read More
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Why Your Contact Center Might Need a Balanced Scorecard
By: Jeff Rumburg  |  Published: January 04, 2022
Each month MetricNet highlights one Key Performance Indicator for the Contact Center. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations, and cause-and-effect relationships for the... Read More
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How to Write Well Amidst Interruptions
By: Leslie O'Flahavan  |  Published: January 03, 2022
Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to an angry customer’s email, that project proposal you... Read More
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Best of ICMI in 2021 - #1: The Metric of Cost Per Contact
By: Jeff Rumburg  |  Published: December 29, 2021
Best of ICMI in 2021 - #1  Each month, MetricNet highlights one Key Performance Indicator (KPI). We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and... Read More
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Best of ICMI in 2021 - #2: Coaching Agent After-Call-Work Time
By: Rebecca Gibson  |  Published: December 28, 2021
Best of ICMI in 2021 - #2 In most contact centers, after-call-work (ACW) or wrap-up time - the time an Agent spends after a customer interaction, completing the tasks needed to finalize... Read More
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Best of ICMI in 2021 - #3: Tips for De-Escalating an Irate Customer
By: Mark Pereira  |  Published: December 27, 2021
Best of ICMI in 2021 - #3 Customer care can be difficult, especially when something goes wrong. Providing good customer service is one thing, but defusing a tense situation already in progress... Read More
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