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88-Year-Old Advice for Building Better Contact Center CX
Date Published July 24, 2024 - Last Updated July 25, 2024
Contact centers are enjoying a golden age of advanced technology and AI.  When it comes to digital tools, it’s an embarrassment of riches for call centers and customer service organizations. From virtual... Read More
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Celebrating Excellence: Meet the 2024 Finalists for Best Small Contact Center
Date Published July 24, 2024 - Last Updated July 25, 2024
Get ready to celebrate! The ICMI Global Contact Center Awards party is just two months away, and as excitement builds for the event, we’re thrilled to celebrate this year’s incredible group of... Read More
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How Does Your Team Handle Change? Share Your Contact Center’s Story for a Chance to Win Big
Date Published July 24, 2024 - Last Updated July 25, 2024
In the dynamic world of customer service, change is the only constant. Every day brings new technologies, shifting customer expectations, and fresh challenges. Staying ahead of the curve isn’t just an option;... Read More
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Introducing the 2024 ICMI Global Contact Center Awards Finalists
Date Published July 22, 2024 - Last Updated July 25, 2024
For over 15 years, ICMI's Global Contact Center Awards have spotlighted remarkable talent and unwavering dedication within the contact center industry. This annual celebration honors the frontline heroes, dynamic managers, and exceptional... Read More
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Discover Budget-Friendly Customer Service Training Strategies with Jeff Toister
Date Published July 17, 2024 - Last Updated July 25, 2024
ICMI Contact Center Expo is just three months away, and as we ramp up for the action-packed event, we’re excited to feature some of our standout speakers. This week, we are thrilled... Read More
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Can AI Deliver on Your Expectations in the Contact Center?
Date Published July 17, 2024 - Last Updated July 25, 2024
It seems that all we hear about in the tech and contact center world is how Artificial Intelligence is going to change the world.  How wonderful, how effective, and how from a... Read More
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Artificial Intelligence in the Contact Center: A Insider's Guide
Date Published July 08, 2024 - Last Updated July 25, 2024
Artificial Intelligence (AI) is transforming customer service, particularly in contact centers, and while AI promises significant enhancements in efficiency and customer experience, it's crucial to approach its implementation thoughtfully to avoid hasty... Read More
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It’s Time to Bury the Document
Date Published July 08, 2024 - Last Updated July 25, 2024
Knowledge Management as we know it is not just being disrupted by vectorization, vector search and LLMs, but they may be the final nails in its coffin. I’ve previously gone into detail... Read More
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How to Effectively Communicate Change
Date Published July 08, 2024 - Last Updated July 25, 2024
It must be considered that there is nothing more difficult to carry out, nor more doubtful of success, nor more dangerous to handle, than to initiate a new order of things. ― Niccolo... Read More
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"AI Pulse Check: How Contact Centers Are Really Implementing This Transformation Technology"
Date Published June 24, 2024 - Last Updated July 25, 2024
Replay Available: ICMI's leading experts discuss the brass tacks of the state of AI implementation and use in the contact center. We will cover: A pulse check of where contact centers are... Read More
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