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Call Center and Contact Center Resources

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How to Rise Above Performance Challenges
Sales are low. Customer satisfaction scores are dropping. Customer complaints are increasing.   As leaders, we spend hours looking at the numbers or data trying to figure out what’s going wrong, how... Read More

Article -
Virtual Training is not the Problem with Your New Agent Performance
The pandemic exposed a lot of weaknesses in processes, procedures, and tools for companies across the globe. Suddenly, we got really familiar with conferencing tools like Zoom, Teams, and Meet. Mostly, we... Read More

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What to Do When Your Team is Hostile
You’re optimistic when you join a new organization. You’re excited about your new role and responsibilities. You’re curious about the company culture, your new team, colleagues, and managers. Your mind is running... Read More

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The State of the Contact Center in 2022

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Key Takeaways From ICMI’s State of the Contact Center Survey
Keeping customers happy has never been more important, or more challenging. The last few years have brought massive changes in skill and training requirements, technology, and workforce management practices. In mid-2022, ICMI... Read More

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Navigate Trends, Maintain Focus - Innovating Around Consumer Preferences
An IndustryVoices post  Over the summer, headlines everywhere proclaimed that TikTok is overtaking Google as the top search engine. For those in the business of cutting-edge CX, this news may have caused... Read More

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A Tale of Two Support Experiences
An IndustryVoices post  Two months ago, I broke my cell phone. It’s a tale as old as time: you’re in the kitchen making dinner, guided by your phone-turned-cookbook, and need to move... Read More

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Announcing the 2022 ICMI Global Contact Center Award Winners
This week, contact center professionals gathered to learn, network, and celebrate at ICMI’s Contact Center Expo. The winners of this year’s Global Contact Center Awards were crowned during the award ceremony on... Read More

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The Potential Benefits of Real-Time Support
Despite the growing success of customer support divisions, keeping up with consumer demand has never been greater. Today, would leave a brand without warning if they received poor treatment. The stakes are... Read More

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Wisdom for Contact Center Leaders
As customer service leaders we often fall into the trap that wisdom must come from formal training and during work hours. However, wisdom can be found in the most unexpected of places:... Read More

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