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Call Center Resources & Insight

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Learning is Best Done in Community
When I use the phrase “corporate training” what is the first emotion that crosses your mind? Likely, the emotional equivalent of an eye roll. Too often, corporate training is designed to produce... Read More

Eight Characteristics of Proactive Contact Center Leaders
  As frontline contact center agents, there’s something comforting about the daily rhythm of waiting for customers to contact us and responding when they do. The work comes to us and we... Read More

Announcing the 2020 ICMI Global Contact Center Awards Finalists
  The ICMI Global Contact Center Awards Program, the most comprehensive awards program dedicated to the customer management industry, honors and recognize the companies, contact centers, and individuals that provide a platform... Read More

12 Questions to Prepare Your Contact Center for the Next Decade
  Nothing like a round number on the calendar to make us reflect on where we have come as an industry, and where we are going. It can take one’s breath away... Read More

Empower Agents of Change in Your Contact Center
  Agents have the power to transform customer experience if you equip them with the speed, skills, and focus they need to deliver exceptional service during every interaction and across every channel,... Read More

#ICMIchat Rundown: Promoting Positive Perspectives
  On the most recent #ICMIchat conversation on Twitter, contact center and customer experience professionals joined forces to explore what it takes to promote positivity in the contact center. Participants weighed in... Read More

A Skill Isn’t "Soft" If You Use It All the Time in a Contact Center
  I hate the term “soft skills” and want everyone to stop using it. Right now. It’s vague, it’s dismissive, and it pits “soft” skills against “hard” ones when we know customer... Read More

Insights from #ICMIchat
  Each Tuesday, ICMI hosts #ICMIchat on Twitter - it’s a chance for contact center professionals to crowdsource ideas for providing great customer service and smooth operations. The Twitter chat is hosted... Read More

#ICMIChat Prep: Promoting Positive Perspectives
Your attitude can affect everything from the quality of your work to how you communicate with others. It might even make a difference in how you feel at the end of a... Read More

10 Things to Look Forward to at ICMI Contact Center Expo 2020
  The February 21 early-bird deadline for the ICMI Contact Center Expo is quickly approaching! With this in mind, we thought it might be motivational to share some of the great things that... Read More

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