Did you learn a lesson the hard way this year? Come up with an approach that helped your team? Have ideas and advice that could help another contact center leader tackle a tough challenge?
We’d love to hear from you!
Applications are now open for the 2027 ICMI Featured Contributors program, and we’re looking for people who want to share their experience, spark meaningful conversations, and help our community grow.
There’s so much knowledge within this community. This program is an opportunity to put yours to work while building your voice and connecting with fellow contact center professionals.
Apply by December 4, 2026, to be considered.
Choose Your Beat From Six Topic Areas
For 2027, we’re organizing the program around six editorial beats. Each contributor will have a primary focus, with room to explore related topics throughout the year.
Leadership & Strategy
Help contact center leaders see the bigger picture and move their organizations forward. Topics could include strategic planning, change management, business alignment, budgeting, and demonstrating the contact center’s value.
People & Culture
Explore what helps people feel supported, connected, and motivated at work. Think employee engagement, retention, well-being, recognition, inclusion, and building a strong service culture.
AI & Technology
Share practical perspectives on selecting, implementing, and using technology. Topics could include AI implementation, automation, agent assist, knowledge management, technology adoption, and responsible AI.
Customer Experience & Insights
Help readers better understand and serve their customers. Explore voice of the customer, customer feedback, journey design, omnichannel experiences, accessibility, and turning insights into action.
Workforce & Operations
Dig into the decisions and processes that keep contact centers running. Topics could include forecasting, scheduling, staffing, workforce management, process improvement, and preparing for changing business needs.
Quality, Coaching & Performance
Share approaches that help people build skills and deliver better service. Explore quality assurance, meaningful metrics, coaching, training, professional development, and measuring improvement.
What’s the Commitment?
Featured Contributors will agree to write six original articles during 2027, one every other month, with deadlines coordinated with the ICMI editorial team.
We’re looking for articles that offer practical takeaways, clear perspectives, and insights grounded in experience. Bring us your examples, lessons learned, thoughtful questions, and ideas readers can put into practice.
Contributors should also be willing to collaborate on edits and keep submissions educational and free of sales pitches.
You don’t need to know it all. Bring us your unique perspective, and we’ll make sure your work shines! Just be open to sharing and a willing to follow through.
What’s in It for You?
As an ICMI Featured Contributor, you’ll have the opportunity to:
- Share your expertise with ICMI’s contact center community.
- Build a portfolio of published work and develop your industry voice.
- Be featured in a dedicated contributor spotlight on ICMI’s website and LinkedIn.
- Receive a complimentary conference pass, contingent on meeting the program’s contribution requirements.
We want readers to get to know the people behind the articles, too. Our contributor spotlight series will introduce your background, interests, and perspective to the community.
Our Approach to AI
Our readers come to ICMI for expertise they can trust. We welcome thoughtful use of tools that support the writing process, while keeping contributors’ experience and judgment at the center of every article.
Here’s what that means:
- Your ideas and substantive writing should be your own. AI may assist with brainstorming, outlining, and proofreading. Fully AI-generated articles or substantial AI-generated passages will not be published.
- Be transparent. Disclose AI use beyond basic spelling, grammar, or punctuation assistance when submitting your article.
- Verify everything. Contributors are responsible for the accuracy of all facts, quotations, statistics, citations, and examples. Fabricated sources or experiences are not permitted.
- Bring original insight. ICMI may request revisions or decline submissions that lack a clear contributor perspective, reliable sourcing, or practical value.
Ready to Share Your Voice?
If you have experience to share and a commitment to helping others in the contact center community, we’d love to see your application.
Apply to become a 2027 ICMI Featured Contributor by December 4, 2026.