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Call Center and Contact Center Resources

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Why Managing Forecast Volatility is Like Playing a Game of Golf
Date Published September 25, 2024 - Last Updated October 01, 2024
Golf is played more slowly than other sports. With a highly unpredictable environment that requires a methodical and cerebral approach; it’s a game that reminds players to “stay the course.” This mindset... Read More
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Navigate Change & Emerge Stronger: Learn from Industry Leader Brad Cleveland
Date Published September 09, 2024 - Last Updated September 12, 2024
Contact centers today face unprecedented challenges and opportunities. Thriving amid change requires agility, innovation and a relentless focus on delivering exceptional customer experiences. So, at ICMI Contact Center Expo, this October 21-24... Read More
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Changing Change Management: Best Practices for Modernizing Your Approach
Date Published September 03, 2024 - Last Updated September 12, 2024
This post originally appeared on thinkhdi.com. Many organizations find the change management practice challenging. That’s because they’re torn between moving quickly to ensure changes can be made quickly enough to meet business... Read More
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Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
Date Published August 14, 2024 - Last Updated October 01, 2024
What standout cultural trait do you see in the most effective contact centers? It's a question I'm often asked. But before I throw my thoughts into the ring… what would you say?... Read More
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Spotlight on Karin Hurt: Learn to Build Courageous Cultures at ICMI Contact Center Expo
Date Published July 31, 2024 - Last Updated September 26, 2024
The countdown to ICMI Contact Center Expo is on, and this week we’re excited to spotlight Karin Hurt, a dynamic speaker at our upcoming event.  Karin Hurt, CEO of Let's Grow Leaders... Read More
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The Future of the Contact Center: Transforming Customer Support in a Digital Era
Date Published July 31, 2024 - Last Updated September 26, 2024
In an increasingly digital world, the landscape of customer service and support is undergoing a significant transformation. Traditional contact centers have typically relied on telephone calls as the primary mode of communication,... Read More
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Celebrating Excellence: Meet the 2024 Finalists for Best Small Contact Center
Date Published July 24, 2024 - Last Updated September 26, 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 highlight this year’s incredible group of finalists. The awards will take place... Read More
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Introducing the 2024 ICMI Global Contact Center Awards Finalists
Date Published July 22, 2024 - Last Updated September 26, 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 September 12, 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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Five Reasons to Leverage Work-Integrated Learning in Your Business
Date Published March 07, 2024 - Last Updated September 26, 2024
Do you lack in-house expertise to tackle critical operational and strategic issues within your team? Do you feel limited by your budget and technological constraints? As leaders, we constantly have a list... Read More
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