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The Best AI Is Invisible
The term AI is usually found not far from terms like innovative, cutting-edge, disruptive, and revolutionary. Yet, things like email, VoIP, or CCaaS got the same billing when they took off and... Read More

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Bringing CX and IT Leaders Together for AI Strategy Success
There’s a lot of focus or buzz on choosing one solution for a small amount of GenAI or conversational AI use cases right now. What we should be focused on is how... Read More

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Future-Proofing Your Contact Center: Trends to Leverage in 2024
The contact center landscape is undergoing rapid transformation as we enter the new year. Customer expectations are soaring, and technology is reshaping how we engage with and serve customers. In this shifting... Read More

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Like, Follow, and Subscribe: Introducing ICMI's Top 25 Thought Leaders for 2024
Each year, we ask the contact center and customer experience community to nominate their choices for ICMI’s Top 25 Thought Leaders list. From more than 150 nominations, we’re pleased to present the... Read More

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How Technology Improves Empathy in the Enterprise Contact Center
Customer expectations may be evolving at a record pace, but some core ideas never change. Empathy and a strong human connection rank as top priorities for customers. People want to be seen,... Read More

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5 Steps to Defuse Angry Callers
Just because the holidays have ended doesn’t mean people are any less stressed. And when people are stressed, they love to take it out on call center agents. But, fear not! This... Read More

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Will Self-Service Survive in a Post-AI World?
Fueled by Large Language Models, AI hype has reached levels we have never seen before. While it will bring a wide range of benefits to customer service, some known and some still... Read More

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The Top 23 Articles of 2023: #1-4
From reimagining your staffing strategy to adopting a robust knowledge management system to cut costs, this year, we covered a variety of topics to make your work easier. Read on to find... Read More

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The Top 23 Articles of 2023: #5-9
From three ways contact centers can use ChatCPT to mistakes to avoid when surveying your customers, this year, we covered a variety of topics to make your work easier. As we count... Read More

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The Top 23 Articles of 2023: #10-14
From understanding how AI will impact contact centers to ideas to boost morale on your team, this year, we covered a variety of topics to make your work easier. As we count... Read More

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