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Call Center Resources & Insight

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How to Build an Effective Training Program
One of the things that managers regularly face is how to keep their staff up to date on current processes, technology, or business knowledge. Many businesses have established training departments designed to... Read More

Contact Center Leaders Must Avoid Burnout, Too
“Highly engaged employees make customer experiences. Disengaged employees break it.” - Timothy Clark. And to this I will add that most times, it’s the leader or manager that encourages employee engagement. But... Read More

The Pandemic Accelerated Change in the Contact Center Industry
COVID accelerated the transformation of contact centers, and industry leaders have been forced to make many quick changes - beginning with adapting to new technology, investing in new communication channels, and adjusting... Read More

Include Your Team’s Input in Decision Making to Increase Buy-in
In our current business climate, companies are driving new technology initiatives to streamline the CX journey. Leaders spend months determining business requirements for new technology, and then it’s time for implementation by... Read More

Don’t Cling to a Lifeless Script for Calls
This article first appeared on the blog for Edify.  “I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t. Here’s the backstory. When my husband and I... Read More

Contact Center Leaders Should Take Time to Take Stock
Radar is designed to allow one to see what is unseen just beyond the horizon. Once something is identified on the radar, action is almost always required – move one way or... Read More

Good-bye 2020: Don’t Let The Door Hit You | #ICMIchat Rundown (November 17, 2020)
This year was lauded as "the year of seeing clearly," and it lived up to these accolades in ways that no one could have anticipated. We entered 2020 with grand plans, big... Read More

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