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Call Center and Contact Center Resources

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How Does Your Team Handle Change? Share Your Contact Center’s Story for a Chance to Win Big
In the dynamic world of customer service, change is the only constant. Every day brings new technologies, shifting customer expectations, and fresh challenges. Staying ahead of the curve isn’t just an option;... Read More

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Introducing the 2024 ICMI Global Contact Center Awards Finalists
For over 15 years, ICMI's Global Contact Center Awards have spotlighted remarkable talent and unwavering dedication within the contact center industry. This annual celebration honors the frontline heroes, dynamic managers, and exceptional... Read More

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Discover Budget-Friendly Customer Service Training Strategies with Jeff Toister
ICMI Contact Center Expo is just three months away, and as we ramp up for the action-packed event, we’re excited to feature some of our standout speakers. This week, we are thrilled... Read More

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Can AI Deliver on Your Expectations in the Contact Center?
It seems that all we hear about in the tech and contact center world is how Artificial Intelligence is going to change the world.  How wonderful, how effective, and how from a... Read More

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Artificial Intelligence in the Contact Center: A Insider's Guide
Artificial Intelligence (AI) is transforming customer service, particularly in contact centers, and while AI promises significant enhancements in efficiency and customer experience, it's crucial to approach its implementation thoughtfully to avoid hasty... Read More

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It’s Time to Bury the Document
Knowledge Management as we know it is not just being disrupted by vectorization, vector search and LLMs, but they may be the final nails in its coffin. I’ve previously gone into detail... Read More

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How to Effectively Communicate Change
It must be considered that there is nothing more difficult to carry out, nor more doubtful of success, nor more dangerous to handle, than to initiate a new order of things. ― Niccolo... Read More

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How to Choose a Visual Remote Support Solution
Customer service is forever connected to the sounds of a telephone call. The pre-recorded rundown of IVR menu options. The agonizing loop of smooth jazz-inspired hold music. And ultimately, the calm and... Read More

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Customer Channel Preferences Are Changing
Since 2018, ContactBabel has carried out annual surveys of 1,000 US consumers that look at customer channels of preference in cases of high emotion, urgency and complexity. The research tracks changes over... Read More

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I Don’t Always Want Human-like Service
During a recent brainstorming session about the future of AI, the idea came up again of Generative AI making service more human like in the future. Now, being the contrarian that I... Read More

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