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5 Key Insights from ICMI’s “The State of the Contact Center in 2024”
Brace yourself: Some big changes are coming to the customer service landscape in 2025, according to ICMI’s latest annual survey of the industry. Our report captures this transformation through the eyes of 129 industry... Read More

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Get It Right for Your Agents: 5 Recommended Steps to Success Regardless of How Quickly the GenAI Market Evolves and Just Where It Goes
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age’ - Chapter 3 Chapter 2 of this article series captured four agent-specific risks and touched on others outside that scope. ... Read More


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The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 2
Chapter 2: The Real Issues and Risks are Growing: 4 Key GenAI Weaknesses Tied Directly to Your Agents and these ‘Solves It All’ Solutions Chapter 1 captured multiple, rapidly progressing changes and... Read More

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The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 1
Chapter 1: A Question. How Much Has Changed for Agents in 6 Months? The Answer. A Ton!  An Overview and 4 Key Market Strengths Overview: “The Times They Are A-Changin”.  Bob Dylan... Read More

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10 Tips to Get Knowledge Articles Updated for GenAI
As generative AI (GenAI) becomes the backbone of self-service solutions, your knowledge base must be more than just helpful — it needs to be smart. At ICMI’s Contact Center Expo, a lot... Read More

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6 Tips to Calm the Chaos During Contact Center Peak Season
Tis the season for high call volumes, long hours and stressed-out teams? You're in good company if your contact center is approaching peak season. Last month, we polled the ICMI community on... Read More

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4 Key Features of an AI-First Contact Center
Contact centers have struggled with many of the same issues for years now, and despite new software, hiring, adding channels and endless thought leadership — things don’t seem much better. It’s because... Read More

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5 Steps to Bring Your Boldest Ideas to Life & Fuel Big Time Innovation
Attending events and conferences has been a huge part of my career journey and I've encountered some incredibly inspiring keynotes along the way. I've heard from legends like Mark Hamill and Henry... Read More

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Celebrating Excellence: 2024 ICMI Global Contact Center Awards Winners Unveiled!
We’re excited to share the results from a magical night at the 2024 ICMI Global Contact Center Awards ceremony held at this year’s ICMI Contact Center Expo in Orlando! 🎉 The atmosphere... Read More

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