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Call Center and Contact Center Resources

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Make the Most of National Customer Service Week 2024!
Date Published September 27, 2024 - Last Updated September 27, 2024
It's been a wild year for customer service professionals. The way organizations think about and invest in customer-centric priorities has shifted dramatically. Service professionals have had to adapt to new technologies, expectations,... Read More
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Nate Brown Drops Game-Changing Advice for CX Leaders: An Exclusive Interview
Date Published September 16, 2024 - Last Updated September 16, 2024
As we gear up for the ICMI Contact Center Expo 2024, taking place October 21-24 in Orlando, I'm excited to bring you an exclusive interview with one of my favorite people in... Read More
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Let’s Get “Phygital” with Support Centers
Date Published September 16, 2024 - Last Updated September 16, 2024
Do you feel like an old dog? Do you feel like you have been in the customer support game since the T-Rex roamed the earth? And as a result, does it seem... Read More
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Service Superstars: Meet ICMI's Best Contact Center Agent Contenders
Date Published September 03, 2024 - Last Updated October 01, 2024
The ICMI Global Contact Center Awards are just around the corner, and the spotlight is on the unsung heroes of customer service - agents. These frontline professionals are the heart and soul... Read More
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The Titans of Customer Service: Meet the Finalists for ICMI’s Best Large Contact Center
Date Published August 26, 2024 - Last Updated September 16, 2024
The countdown to the ICMI Global Contact Center Awards is ON! Just eight weeks until the industry's brightest stars gather in Orlando for ICMI Contact Center Expo, October 21-24. As the excitement... Read More
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7 Key Phrases Every Contact Center Agent Needs to Memorize
Date Published August 16, 2024 - Last Updated September 12, 2024
Part 3 of the Special Series: Practical Ways to De-Stress Your Workday, Build Collaboration and Keep Difficult Customers Calm (Special Series with Karin Hurt) Despite the adage "the customer is always right," we... Read More
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6 Expert Tips to Help Agents Cope with Stress
Date Published August 13, 2024 - Last Updated September 12, 2024
Burnout among contact center agents is a growing concern. Is your team feeling the heat? We tapped into the wisdom of the ICMI community to uncover proven strategies to help your agents thrive,... Read More
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It’s Time to Bury the Document
Date Published July 08, 2024 - Last Updated September 26, 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 September 26, 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 September 26, 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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