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What Sets the Best Managed Contact Centers Apart?

By Erica Marois | Published: January 25, 2019 | Comments

This May, Brad Cleveland will deliver an ICMI Contact Center Expo Session that reveals the ten characteristics of the best-managed contact centers. The session will be based on insight from his book Call Center Management on Fast Forward, which will be released in an updated edition this spring.

Ahead of the session and book release, we hosted an on the same topic this week. What do our community members think the best-managed contact centers have in common? Watch this quick video for some of the top answers from the January 22, 2019 #ICMIchat

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics: Best Practices

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