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Call Center and Contact Center Resources

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Article -
Who Do You Follow?: Nominate Your Top Thought Leaders for 2024
The contact center industry is in a state of flux, and the only way to stay on top of the rapid pace of change is to learn at an even quicker pace.... Read More

Article -
The Pinnacle of CX: Community in Three Layers
You’ve likely already seen the US Surgeon General's latest report. The “Epidemic of Loneliness” has the nation fully in its grip. It may be the least surprising and yet the most important... Read More

Article -
Stop Doing These Ten Things to Improve Your Customer Experience
1. Journey Mapping 2. Surveying customers (VOC) 3. Creating ROI’s 4. Hiring CX “program” managers 5. Engaging CX consultants 6. Buying technology 7. Attending CX conferences 8. Listening to CX webinars and... Read More

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Dialing Up the Boom in the Voice Channel
Service and support in the B2B space (especially for SaaS companies) is often offered only through digital channels. But eliminating phone support for consumers is still quite unusual. In November 2022, Frontier... Read More

Research -
The State of Experience in 2023: Investing in the Future or Invested in the Past?
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Planning to Transform Your Customer Experience?: Here Are the Numbers You Need to Know
This is the first of a three-part series from NoJitter, an Informa Tech property, examining how companies are transforming their customer experience strategies through the use of technology. Artificial intelligence is fast... Read More

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How to Make Your Customer Service Stand Out from the Crowd
In many industries, superior customer service is what sets a business apart from its competitors, fostering loyalty, attracting new customers, and driving growth. Whether it’s through the frontline contact center or self-service... Read More

Article -
Beyond the Yellow Brick Road
Building rapport is a hallmark of customer service training and coaching. Look at your average quality rubric and you'll likely find something regarding rapport-building. But what is rapport? It's how we establish... Read More

Article -
Finding Ways to Say "Yes" to Customers
During a recent visit to my local dry cleaners, the attendant at the store greeted me and asked what service I needed. After I told her I need some alterations done, she... Read More

Article -
Fix These Four Live Chat Mistakes or Lose Customers
Chat has been around forever, and customers love the channel. They choose chat when they need to multitask, when they want a written record of the agent’s instructions they can refer to... Read More

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