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Call Center and Contact Center Resources

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Tips to Keep Your Contact Center Employees Engaged
In any industry it is critical that our employees are engaged. Engaged employees are more productive and produce better results, which in turn impacts the bottom line and profitability. Having a fully... Read More

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Contact Center Lessons from Basketball
No matter what business you're in, you can learn a lot about leadership and people development from great sports coaches. When you hear great basketball coaches (and players) talk about the game,... Read More

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Successful Customer Service is Personal
Before the end of the year, I was looking through my library of past business books and came across an oldie but goodie, The One to One Future: Building Relationships One Customer... Read More

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Advice for New Contact Center Managers
Each month, we ask our ICMI thought leaders to answer one question about the contact center industry. For January, we asked, “If you could give a new, first-time contact center manager just... Read More

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Transform Your Vendors into Partners to Enhance the Customer Experience
This article originally appeared in HDI, a partner publication. The acceleration of digital transformation has changed the context in which customer service organizations live. Fast-paced introductions of new technologies that need to... Read More

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How Contact Center Customer Service Differs in Five Countries
I’ve been lucky enough to have spent most of my career in the contact center industry, and equally as lucky to have lived and worked in five countries – all with very... Read More

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Intelligent Automation Will Help Contact Centers Weather Turbulent Times
I recently participated in a webinar with ICMI and TTEC about weathering turbulent times in the year ahead and ensuring long-term contact center success. During the webinar, the conversation included trends to... Read More

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A Contact Center Leader’s Advice to Their Younger Self
Dear me, Remember the magnet on your fridge? The one with the Oscar Wilde quote? “Life is far too important a thing to ever talk seriously about.” While that may be true... Read More

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Here are ICMI’s Top 25 Thought Leaders for 2023
Each year, we ask the contact center community to nominate their choices for the ICMI Top 25 Thought Leaders of 2023. From several hundred nominations, we present the 25 thought leaders for... Read More

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Contact Center Industry Predictions for 2023
As we close out 2022, we asked our ICMI thought leaders to look into their customer service crystal ball to predict what changes and trends are in store for the contact center... Read More

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