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Call Center Resources & Insight

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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

What’s the Big Idea? Leading Innovation and Changes That Stick | #ICMIchat Rundown (October 6, 2020)
Leading organizational changes is never easy, and significant transformations are incredibly prone to failure. With ICMI's Contact Center Expo: A Digital Experience right around the corner, you're sure to be inspired with... Read More

Project Management is Needed Now More Than Ever
In today’s fast-paced business environment, organizations are constantly pressured to adapt to changing market conditions and changing priorities. Organizations have shifted to agile environments, but is it enough given the rapid acceleration... Read More

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