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Unlock Innovation at the Contact Center
In my work as a consultant over the years, two things have always struck me about innovation in contact centers. One is the incredible ideas that so many employees have for how... Read More

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A Strong Culture of Coaching in the Contact Center
Contact centers are great at measuring things. We have KPIs (Key Performance Indicators) for nearly every role, and we have technologies designed to make their measurement ever more automated and available in... Read More

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Stop the Spread of Bad Info in Customer Care
As a customer, do you ever feel like you're stuck in an old-timey comedy routine? My wife, Sally, and I recently had one of those experiences. Ironically, it happened while we were... Read More

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How to Fight Leadership Fatigue
Leading others is hard work. A lot of us got into a leadership position with very little training. On the job, we actively sought knowledge to improve and become successful in our... Read More

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How AI Might Help Contact Center Representatives Now
COVID-19 has disrupted normal operations for customer contact centers and customer service operations on multiple levels. First, there’s the increase in call volume across all industries. Then, there’s the increase in customer... Read More

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Announcing ICMI’s Top 25 Thought Leaders of 2022
Those who make a good career in the contact center industry are often happy to share their knowledge to help others grow. That’s one of the great things about this field. Each... Read More

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Introducing ICMI’s 2022 Featured Contributors
ICMI strives to give you the best insights of the contact center industry, and we can’t do it without contributions from contact center professionals such as yourself. That’s why each year we... Read More

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The New Priorities for Contact Center Operations in 2022
From the pandemic, we learned that the way people work is changing for the long haul, and there’s no going back. Equally as daunting, I find, is that there is no clear... Read More

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