Call Center Resources & Insight

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Webcast

5 Omnichannel Lessons Learned the Hard Way

By: Five9 | Published: February 19, 2020

Webcast

2020 Vision: Contact Center Trends to Watch

By: serenova | Published: January 22, 2020

Article

Looking Back to See the Future

By: Todd Hixson | Published: January 21, 2020

I was asked by ICMI to take a look back in the last decade to forecast where we will end up in 2020 and beyond. I am a forecaster by trade, and... Read More

Article

I Have a Customer Care Dream

By: Neal Topf | Published: January 17, 2020

The middle of January always invokes the incomparable “I Have a Dream” speech by Dr. Martin Luther King Jr. Today, I’d like to adapt his words just a bit to apply the... Read More

Article

Elevate Your Customer Experience with Omnichannel

By: Jen Jackson | Published: January 16, 2020

The start of a new year—a new decade—is an exciting time. It signals a fresh beginning, the opportunity to let go of what doesn’t work, and evolve and improve what does. Now,... Read More

Article

Meet the 2020 ICMI Featured Contributors

By: The Editors | Published: January 15, 2020

In 2018, we launched the ICMI Featured Contributor program. Each year since, a new roster of featured experts, from a variety of backgrounds, have shared their knowledge to help ICMI educate, inspire,... Read More

Article

Put Us Out of Our Misery: The End of Customer Service Email?

By: Leslie O'Flahavan | Published: January 14, 2020

Predicting the death of email may seem risky for a consultant who helps frontline customer service agents improve their writing skills, but I’m here and I’m doing it. Throughout the 2000s and... Read More

Andrew Gilliam, ICMI Featured Contributor

Article

Make Your 2020 Resolutions Come True...Right Now!

By: Andrew Gilliam | Published: January 10, 2020

The beginning of a new year is a great time to reflect on accomplishments of the past and energize ourselves for future pursuits. It's an ambitious-minded time of year for many of... Read More

Article

Coming Soon in the 2020s: Increased Workplace Flexibility

By: Chris Hanna | Published: January 09, 2020

During the last decade, contact centers have begun to embrace increased workplace flexibility, allowing employees to work remotely. With technology continuing to improve, mixed with more companies going global, there’s been a... Read More

Article

Building on a Strong Foundation: The Contact Center Through 2025

By: Josh Streets | Published: January 07, 2020

While much of the 2010s were focused on big data, customer experience, omnichannel, cloud services, AI, and digital strategy in the contact center space, the opportunities to come involve building on the... Read More

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