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Become an ICMI Featured Contributor in 2024!
Date Published December 05, 2023 - Last Updated 1 Day, 17 Hours, 45 Minutes ago
The contact center industry is always evolving, and contact center leaders must rely on information and advice from their peers to stay on top of the latest trends. ICMI provides up-to-date educational,... Read More
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Your Future in the Contact Center
Date Published December 03, 2023 - Last Updated 1 Day, 20 Hours, 15 Minutes ago
In the first article in this three-part series, I summarized five things I learned at ICMI’s Contact Center Expo. I ended with a bold prediction: for contact centers and for those of... Read More
Article -
Who Do You Follow?: Nominate Your Top Thought Leaders for 2024
Date Published November 30, 2023 - Last Updated 6 Days, 19 Hours, 39 Minutes ago
The contact center industry is in a state of flux, and the only way to stay on top of the rapid pace of change is to learn at an even quicker pace.... Read More
Article -
Showcasing Your Team’s Value to Executive Management
Date Published November 30, 2023 - Last Updated 8 Days, 20 Hours, 25 Minutes ago
Have you ever found yourself in a management meeting or performance calibration session representing your contact center team? You go into the meeting confident in your team’s performance, but as the meeting... Read More
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The State of the Contact Center in 2023: The Transformative Impact of Remote Work and Artificial Intelligence on Contact Center Strategy and Operations
Date Published November 29, 2023 - Last Updated 5 Days, 16 Hours, 14 Minutes ago
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ChatGPT: Are There Operational Pitfalls in This New Technology?
Date Published November 28, 2023 - Last Updated 8 Days, 20 Hours, 37 Minutes ago
As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information that can be updated and delivered instantaneously by an agent to a customer looks... Read More
Article -
The Pinnacle of CX: Community in Three Layers
Date Published November 26, 2023 - Last Updated 11 Days, 18 Hours, 46 Minutes ago
You’ve likely already seen the US Surgeon General's latest report. The “Epidemic of Loneliness” has the nation fully in its grip. It may be the least surprising and yet the most important... Read More
Article -
Stop Doing These Ten Things to Improve Your Customer Experience
Date Published November 17, 2023 - Last Updated 11 Days, 19 Hours, 52 Minutes ago
1. Journey Mapping 2. Surveying customers (VOC) 3. Creating ROI’s 4. Hiring CX “program” managers 5. Engaging CX consultants 6. Buying technology 7. Attending CX conferences 8. Listening to CX webinars and... Read More
Article -
The Business Impact of Generative AI on Contact Center Managers
Date Published November 16, 2023 - Last Updated 11 Days, 19 Hours, 52 Minutes ago
There’s been plenty of digital ink spilled over how Generative AI will impact the customer and agent experience. Yet, the impact reaches far behind the front lines and will reshape the roles... Read More
Article -
Five Things I Learned at ICMI’s Contact Center Expo 2023
Date Published November 11, 2023 - Last Updated 1 Day, 20 Hours, 15 Minutes ago
It’s funny—and fitting. I asked AI for help with this article. First, I sought overall input based on an outline I provided. Then I hoped for help section by section. As it... Read More
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