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Call Center and Contact Center Resources

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Article -
Why Contact Centers Should Embrace Machine Learning
Date Published October 21, 2024 - Last Updated October 21, 2024
Linear regression, Holts winters, Box Jenkins and exponential smoothing — all are forecasting techniques that we are familiar with in the contact center world. We use these techniques to predict future volume... Read More
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The Great CX Convergence: Why Are All Platforms the Same?
Date Published October 11, 2024 - Last Updated October 11, 2024
In recent years, major vendors have been aggressively expanding into each other's territory, reshaping the landscape of customer experience (CX) software and confusing the heck out of buyers. Companies like Salesforce, Google... Read More
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Influence Contact Center Trends for 2025: Become an ICMI Featured Contributor!
Date Published October 07, 2024 - Last Updated October 07, 2024
Want to make a real impact in the contact center industry?   ICMI is looking for thought leaders like you to share your expertise with our community of customer experience professionals. From writing about contact... Read More
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The Broken Approach to Contact Center Change Management – And How to Fix It
Date Published October 04, 2024 - Last Updated October 04, 2024
Change management remains a constant in the contact center world, where new technologies, processes, and customer expectations continually evolve. Yet, despite its importance, the way we approach contact center change management is... Read More
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Make the Most of National Customer Service Week 2024!
Date Published September 27, 2024 - Last Updated September 27, 2024
It's been a wild year for customer service professionals. The way organizations think about and invest in customer-centric priorities has shifted dramatically. Service professionals have had to adapt to new technologies, expectations,... Read More
Article -
3 Types of Contact Center Huddles
Date Published September 26, 2024 - Last Updated September 26, 2024
Football season has officially begun! One of the most recognizable things about the sport is the huddle. Before nearly every play, the offensive players gather to prepare for the next play.  Huddles... Read More
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Why Managing Forecast Volatility is Like Playing a Game of Golf
Date Published September 25, 2024 - Last Updated October 01, 2024
Golf is played more slowly than other sports. With a highly unpredictable environment that requires a methodical and cerebral approach; it’s a game that reminds players to “stay the course.” This mindset... Read More
Article -
21 Fun, Easy Ways to Celebrate Customer Service Week
Date Published September 24, 2024 - Last Updated October 01, 2024
Customer Service Week is coming up this October 7-11, and it's the perfect opportunity to celebrate your team's hard work. Here are 21 fun, low-cost ways to make this year's celebration memorable!... Read More
Article -
Nate Brown Drops Game-Changing Advice for CX Leaders: An Exclusive Interview
Date Published September 16, 2024 - Last Updated September 16, 2024
As we gear up for the ICMI Contact Center Expo 2024, taking place October 21-24 in Orlando, I'm excited to bring you an exclusive interview with one of my favorite people in... Read More
Article -
Let’s Get “Phygital” with Support Centers
Date Published September 16, 2024 - Last Updated September 16, 2024
Do you feel like an old dog? Do you feel like you have been in the customer support game since the T-Rex roamed the earth? And as a result, does it seem... Read More
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