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Call Center and Contact Center Resources

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It’s Time to Bury the Document
Date Published July 08, 2024 - Last Updated July 25, 2024
Knowledge Management as we know it is not just being disrupted by vectorization, vector search and LLMs, but they may be the final nails in its coffin. I’ve previously gone into detail... Read More
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Customer Channel Preferences Are Changing
Date Published June 13, 2024 - Last Updated July 25, 2024
Since 2018, ContactBabel has carried out annual surveys of 1,000 US consumers that look at customer channels of preference in cases of high emotion, urgency and complexity. The research tracks changes over... Read More
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What Does The Voice of Your Business Say About Your Agent Experience?
Date Published June 10, 2024 - Last Updated July 25, 2024
Often as we move along in business, we forget that all the process changes, new KPI’s, new software releases have a direct effect on the Agent Experience. Recently, I learned that contact... Read More
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Welcome to the Self-Service Revolution: How Helping Less Improves Agent Efficiency
Date Published April 25, 2024 - Last Updated July 25, 2024
As a contact center leader, the last thing you want to hear is that more than half of consumers would rather help themselves. But that’s where we are. We live in a... Read More
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Is your front-line agent representing your business as you would?
Date Published April 01, 2024 - Last Updated July 25, 2024
You train them, you coach them, but still, you wonder – Are my frontline agents representing my business as I would? And that is a big question. You can put in all... Read More
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Customer-Facing AI: Is It Ready for Prime-Time?
Date Published March 19, 2024 - Last Updated July 25, 2024
It's quite clear that 2023 was the year of generative artificial intelligence and 2024 will be the year of applied generative AI, especially in customer-facing situations.  Klarna says that it's AI-powered chatbot is... Read More
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Use Chat GPT to Help Write Social Media Responses to Customers​
Date Published March 15, 2024 - Last Updated July 25, 2024
“Too long, uncaring, and off-brand.” Three criticisms you never want to hear about your social media responses to customers! But it can be difficult to write posts that are short enough, empathetic... Read More
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10 Ways to Get Back to CX Basics
Date Published March 04, 2024 - Last Updated July 25, 2024
Why is it that customer service isn’t improving? Several recent studies suggest it is actually getting worse, not better despite the declining effects of the pandemic, supply chain issues and the like.... Read More
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Like, Follow, and Subscribe: Introducing ICMI's Top 25 Thought Leaders for 2024
Date Published January 18, 2024 - Last Updated July 25, 2024
Each year, we ask the contact center and customer experience community to nominate their choices for ICMI’s Top 25 Thought Leaders list. From more than 150 nominations, we’re pleased to present the... Read More
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How Technology Improves Empathy in the Enterprise Contact Center
Date Published January 16, 2024 - Last Updated July 25, 2024
Customer expectations may be evolving at a record pace, but some core ideas never change. Empathy and a strong human connection rank as top priorities for customers. People want to be seen,... Read More
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