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Call Center Resources & Insight

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How to Help Your Contact Center Team Handle Omnichannel Expectations
Every day when I wake up, I have a decision to make: Do I check my unread texts, my flooded email inbox, or my Slack messages, first? You’d think that while I... Read More

6 Critical Elements for Contact Center Security
To build up a strong cybersecurity defense for your contact center network, you must identify exactly how customer data and privacy may be at risk. Understanding the risk profile will help contact... Read More

Final Thoughts: Big Ideas for Moving Forward | #ICMIchat Rundown (January 12, 2021)
Over the years, #ICMIchat has brought out contact center and customer experience professionals' most profound insights into operations, leadership, and customer service. Every week, our participants challenged us to think differently about... Read More

Creating Company Culture Through Knowledge-Centered Support
This article was first published in HDI. Last year I traveled the world and talked about defining an organizational culture that is great for service excellence. These discussions were not about a... Read More

5 Ways to Overcome Contact Center "If Onlys"
Best of ICMI articles in 2020 - #2  Have you caught a case of the “if onlys” in your contact center? When it comes to contact center technology, the “if onlys” are... Read More

Good-bye 2020: Don’t Let The Door Hit You | #ICMIchat Rundown (November 17, 2020)
This year was lauded as "the year of seeing clearly," and it lived up to these accolades in ways that no one could have anticipated. We entered 2020 with grand plans, big... Read More

How Technology Can Help in a Work-From-Home Contact Center
The contact center has transformed rapidly since the global pandemic took hold. COVID-19 has rapidly accelerated the trend of virtual and hybrid call centers, at first with stay-at-home orders, and now with... Read More

Between the Lines: Analytical Reading Skills in Customer Service | #ICMIchat Rundown (October 20, 2020)
Feeling heard and understood and providing accurate and thoughtful answers is at the core of customer service excellence. Why is it that some companies seem oblivious, while others appear to understand customer... Read More

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