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Call Center and Contact Center Resources

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What to Do and What to Avoid for Your Knowledge Management Program
Knowledge management is a hot topic these days, as it can empower agents, many of whom are still working from home, with the right answers that comply with company and regulatory policy.... Read More

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How to Evaluate a Contact Center Outsourcer
Outsourcing has been a game-changer for so many companies, but let’s face it, it’s not always sunshine and blue sky. In fact the divorce rate amongst contact center outsourcers and their clients... Read More

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The Changing World of Work: What’s Trending in the Contact Center in 2023
At the start of the COVID-19 pandemic, an estimated 75% of contact center agents were forced to work from home. A move to the cloud and digital self-service operations enabled agents to... Read More

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Recession-Proof Your Contact Center with CCaaS
A version of this article originally appeared in No Jitter, a partner publication. David Myron, Omdia's principal analyst for business platforms and applications, recently chatted with NICE's head of product marketing for workforce... Read More

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Avoiding Groundhog Day in the Contact Center
Did you know that in the US February 2, 2023, is Groundhog Day, the day that Punxsutawney Phil comes out to predict if spring has arrived? It’s also the name of a... Read More

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Transform Your Vendors into Partners to Enhance the Customer Experience
This article originally appeared in HDI, a partner publication. The acceleration of digital transformation has changed the context in which customer service organizations live. Fast-paced introductions of new technologies that need to... Read More

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Contact Center Industry Predictions for 2023
As we close out 2022, we asked our ICMI thought leaders to look into their customer service crystal ball to predict what changes and trends are in store for the contact center... Read More

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Effective Budgeting: 7 Keys to Getting the Resources You Need
Getting the resources you need is an essential part of fueling your contact center’s results and potential. It also is more challenging than ever, as many contact centers continue to face three... Read More

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