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Call Center Resources & Insight

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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

How to Keep Your Agents Motivated During the Holidays This Year
Every holiday season, I get wrapped up in a frenzy of to-dos. I plan for our seasonal meals, map out travel to see family, shop for Operation Christmas Child and click “add... Read More

How AI May Help With Contact Center Staffing Issues During Unexpected Times
Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have been forced to manage the pandemic’s many impacts, including remote work shifts... Read More

Three Trends in Customer Care Borne of This Year’s Disruption
We did it. After twelve months of social and economic upheaval, uncertainty and stress, 2020 is just nearly in the rearview mirror. For contact centers, like so many businesses, it was a... Read More

Veteran’s Day: Becoming a Decisive & Inspiring Leader | #ICMIchat Rundown (November 10, 2020)
Leaders are all around us, influencing our lives at home, at work, and everywhere in between. Great leaders may inspire us, coach us toward our full potential, and help us become great... Read More

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