ICMI Learning and Development Resources

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A First-Timer’s Field Guide to ICMI Contact Center Expo
Date Published October 15, 2025 - Last Updated October 15, 2025
Walking into your first ICMI Contact Center Expo can be a little overwhelming. There’s so much to see, so many people to meet and a schedule packed with promise. There’s noise, excitement... Read More
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The Journey is Yours, But You're Not Alone
Date Published October 14, 2025 - Last Updated October 14, 2025
Life is often described as a unique journey adventure marked by choices, dreams, challenges, discoveries and growth. While our individual paths are shaped by deep personal experiences and aspirations, one truth emerges... Read More
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10 Reasons Why Frontline Agents Are Unsung Service Heroes
Date Published October 06, 2025 - Last Updated October 06, 2025
When I was much younger, I used to watch a lot of war movies, and one thing that always puzzled me was how the soldiers of an army could be so brave... Read More
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When Being Unreachable Becomes a Matter of Life and Death
Date Published September 30, 2025 - Last Updated September 30, 2025
A recent outage at a telecom provider tragically resulted in the loss of three lives — and the full extent of hardship is still unfolding. This incident is not isolated. It mirrors... Read More
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Psychological Safety in WFM: Why It Matters and How to Build It
Date Published September 29, 2025 - Last Updated September 29, 2025
Amy Edmondson defines psychological safety as the shared belief that a team or workplace is safe for taking interpersonal risks, speaking up with ideas, questions, concerns, or admitting mistakes, without fear of... Read More
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What's Keeping You Up at Night?
Date Published September 24, 2025 - Last Updated September 24, 2025
"Thank you for putting this community together. It's truly felt special. Afshan did an AMAZING job leading a great conversation!" ~Liz Zaleski   Every month, ICMI Community Coffee Chats bring together small groups... Read More
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3 Ways to Reignite Purpose at Work
Date Published September 23, 2025 - Last Updated September 23, 2025
At our second annual retreat, we worked with a facilitator to clearly define our team’s purpose. As a new team growing rapidly, we wanted everyone to find their voice in the work.... Read More
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Stop Playing a Zero-Sum Game with Your Contact Center
Date Published September 22, 2025 - Last Updated September 22, 2025
What if I told you the way most contact centers are run is built on a lie? A deeply embedded assumption that for one side to win, the other has to lose.... Read More
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Evolving Contact Center Metrics Beyond the Call Center Era
Date Published September 17, 2025 - Last Updated September 17, 2025
It’s no secret that the contact center industry is undergoing a significant shift, driven by AI capabilities and data analytics that finally make sophisticated behavioral measurement possible. While many think that this... Read More
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4 Agentic AI Mythbusters
Date Published September 15, 2025 - Last Updated September 15, 2025
With the technology not even a year old, most organizations are still experimenting with Agentic AI pilots or even just “AI-curious.” Yet, a small group of early adopters are already running Agentic... Read More
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