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Call Center and Contact Center Resources

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Five Reasons to Leverage Work-Integrated Learning in Your Business
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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Future-Proofing Your Contact Center: Trends to Leverage in 2024
The contact center landscape is undergoing rapid transformation as we enter the new year. Customer expectations are soaring, and technology is reshaping how we engage with and serve customers. In this shifting... Read More

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The Top 23 Articles of 2023: #1-4
From reimagining your staffing strategy to adopting a robust knowledge management system to cut costs, this year, we covered a variety of topics to make your work easier. Read on to find... Read More

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The Top 23 Articles of 2023: #5-9
From three ways contact centers can use ChatCPT to mistakes to avoid when surveying your customers, this year, we covered a variety of topics to make your work easier. As we count... Read More

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The Top 23 Articles of 2023: #10-14
From understanding how AI will impact contact centers to ideas to boost morale on your team, this year, we covered a variety of topics to make your work easier. As we count... Read More

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The Top 23 Articles of 2023: #15-19
From building better knowledge management programs and stronger teams to healing relationships with your customers, this year, we covered a variety of topics to make your work easier. Over the next two... Read More

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The Top 23 Articles of 2023: #20-23
From building better knowledge management programs and stronger teams to healing relationships with your customers, this year, we covered a variety of topics to make your work easier. Over the next two... Read More

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Embrace the New Age of Knowledge and Your Company Will Be Able to Pivot and Survive
Saying the workplace is evolving quickly and in a way that the world has never experienced before is an understatement. Companies are redesigning the workplace as both remote and hybrid work are... Read More

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Three Ways to Use GenAI to Fix Your Agents’ Poor Writing
Despite the training, mentoring, coaching, incentives, macros, knowledge base, and pizza Fridays you’ve provided, some of your customer service agents are still weak writers. Maybe it’s time to let these agents use... Read More

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The Knowledge (R)evolution: Is Your Contact Center Burning Labor Dollars?
Customers want service when they want it, the way they want it, and in the channel that works for them. In response, contact centers have been forced to evolve operationally. Recently, it... Read More

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