ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Call Center and Contact Center Resources

Sort By:
Article -
The Business Impact of Generative AI on Contact Center Managers
There’s been plenty of digital ink spilled over how Generative AI will impact the customer and agent experience. Yet, the impact reaches far behind the front lines and will reshape the roles... Read More

Article -
Recognizing the Heroes Behind the Headset: Transforming Complaints into Opportunities
In today's highly digitalized world, the heart of customer service still beats loudest in the contact center. While technology has vastly transformed how businesses interact with their customers, the timeless value of... Read More

Article -
Announcing ICMI's Global Contact Center Award Winners for 2023!
Last week, contact center professionals from around the world gathered to learn, network, and celebrate at ICMI’s Contact Center Expo 2023. The winners of this year’s Global Contact Center Awards were crowned during... Read More

Article -
How to Achieve Team Success Using Emotional Intelligence-Based Leadership
Pause. Take a few minutes to mentally review your team. What is the overwhelming sense of your team? Decreased morale? Increasing levels of conflict? Diminished collaboration? What do your numbers tell you? Do... Read More

Article -
Transformational Leadership in the Contact Center
Is your team stuck in a rut? Are you concerned about a growing sense of negativity within your team? Is your team struggling to meet organizational targets despite having the tools and... Read More

Article -
Best Practices in Sourcing, Hiring, Onboarding, and Retaining Hybrid and Remote Workers
There haven’t been many silver linings from COVID-19, and frankly we're all still way too close to it to really recognize what some of these things may be. But there’s one thing... Read More

Article -
Adaptable Best Practices to Manage Work Arrangements Whether You’re Onsite, Remote, or Hybrid
I speak with contact center leaders across the US every week, and it’s clear most contact centers have settled into the work arrangement they plan to maintain for a while:   "We’ve put... Read More

Article -
“Behind every data point there is a human being.”
Each year, ICMI is helped by the ICMI Strategic Advisory Board. This group of industry thought leaders helps us evaluate our publications, training, and connections. We like to get to know each... Read More

Article -
The Benefits of a “Try Before You Buy” Management Training Model
I was hired by a CEO to come into a technical support, customer-facing organization that was struggling to meet performance expectations and was losing money in their U.S. operations. Within my first... Read More

Article -
“Their success is my success.”
Each year, ICMI is assisted in its mission to support the contact center community by a group of thought leaders in the industry. We are taking the opportunity to ask a few... Read More

View More Content