Call Center and Contact Center Resources

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Call Center and Contact Center Resources

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Article -
Use This AI Strategy for Improving Your Contact Center Operations
Date Published May 05, 2026 - Last Updated May 05, 2026
My current theme as an ICMI Contributor is strategic planning, something that CX leaders need to be doing as they seek to modernize their contact centers. No matter how far along that... Read More
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5 Ways to Champion Service Culture with Supervisors and Middle Management
Date Published May 04, 2026 - Last Updated May 01, 2026
There is a quiet trend that shows up in contact centers struggling with service culture. Leadership has done the work. Values are defined, and the vision is communicated. Yet something is still... Read More
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Meet Laura Grimes
Date Published April 28, 2026 - Last Updated April 28, 2026
Meet Laura Grimes Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. She... Read More
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A Better Way to Tackle Your Next CX Project
Date Published April 20, 2026 - Last Updated April 20, 2026
Project management is built on a linear sequential structure: defined scope, timelines, RACI matrices and phased task execution designed to deliver clear outcomes. These elements are foundational without them; complexity turns into... Read More
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What Challenging Customer Experiences Say About Your Service Culture
Date Published April 09, 2026 - Last Updated April 09, 2026
Recently, I had an experience with an airline that stayed with me, not because of the original issue, but because of how much work it took to get a fair response. The... Read More
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How to Reduce Service Costs While Improving Customer Experience
Date Published April 01, 2026 - Last Updated April 01, 2026
Customer service leaders are facing a moment that feels different from the past. For years, contact centers focused on operational metrics. Lower handle time. Increase service levels. Improve customer satisfaction. Those goals... Read More
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Why Customer Experience Leaders Need to Show Up Differently Right Now
Date Published March 19, 2026 - Last Updated March 19, 2026
Customer experience leaders are not short on effort. Most organizations are full of smart, well-intentioned people doing a lot in the name of CX. There are dashboards, surveys, journey maps, training programs,... Read More
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5 Hospitality Habits Every Contact Center Leader Should Learn
Date Published March 16, 2026 - Last Updated March 16, 2026
Imagine checking into a hotel after a long day of travel, tired and expecting the usual transaction. But something feels different. The doorman greets you like he were expecting you. The front... Read More
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A Lesson in Service Culture From an Airport Bathroom
Date Published March 11, 2026 - Last Updated March 11, 2026
On a recent trip home from a business meeting in Washington, I had a connecting flight through Atlanta. Like most travelers, I stopped to use the restroom between flights, expecting nothing more... Read More
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ICMI Thought Leaders Hall of Fame Spotlight: Stacy Sherman
Date Published February 23, 2026 - Last Updated February 25, 2026
Stacy Sherman, a 2026 inductee into ICMI's Thought Leader Hall of Fame, exemplifies what it means to lead with purpose, passion, and authenticity. As a trailblazer in customer experience and contact center... Read More
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