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Call Center and Contact Center Resources

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Article -
How Does Your Team Handle Change? Share Your Contact Center’s Story for a Chance to Win Big
Date Published July 24, 2024 - Last Updated July 25, 2024
In the dynamic world of customer service, change is the only constant. Every day brings new technologies, shifting customer expectations, and fresh challenges. Staying ahead of the curve isn’t just an option;... Read More
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Cognitive Overload in the Contact Center is Costing You More Than You Think
Date Published May 20, 2024 - Last Updated July 25, 2024
We’ve all been told that the human brain is basically a supercomputer.  Using its 86 billion neurons and 100 trillion connections, it can multitask like a miraculous machine, simultaneously interpreting emotions, solving... Read More
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The Importance of Building Rapport in Call Centers: A Comparative Analysis of Practices in Ireland and the US
Date Published April 25, 2024 - Last Updated July 25, 2024
In the highly competitive field of customer service, call centers play a crucial role in shaping the experiences and perceptions of customers. One of the most important aspects of customer service in... Read More
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Innovating Support: A New Mindset Transforms the Employee Experience
Date Published April 08, 2024 - Last Updated July 25, 2024
Let’s face it: we still mostly do things like we’ve always done. Consider these comments heard around the IT break room… …it’s too hard to build a CMDB …we’ll train our users... Read More
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Practical Ways to De-Stress Your Workday, Build Collaboration, and Calm Difficult Customers
Date Published April 08, 2024 - Last Updated July 25, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take... Read More
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Calm in the Contact Center: Strategies for Overcoming “Magical Thinking” in Your Contact Center
Date Published March 15, 2024 - Last Updated July 25, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take clarity... Read More
Article -
Become an ICMI Featured Contributor in 2024!
Date Published December 05, 2023 - Last Updated December 04, 2023
The contact center industry is always evolving, and contact center leaders must rely on information and advice from their peers to stay on top of the latest trends. ICMI provides up-to-date educational,... Read More
Article -
Five Things I Learned at ICMI’s Contact Center Expo 2023
Date Published November 11, 2023 - Last Updated December 04, 2023
It’s funny—and fitting. I asked AI for help with this article. First, I sought overall input based on an outline I provided. Then I hoped for help section by section. As it... Read More
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Robust Knowledge Management Systems Can Cut Costs
Date Published June 19, 2023 - Last Updated July 12, 2023
In constant flux, the current business landscape seems to be rapidly evolving. Different ideas are constantly emerging as the new go-to strategy. Budgets are getting tighter, and executive teams are asking contact... Read More
Article -
“Lean in to the change.”
Date Published June 05, 2023 - Last Updated July 12, 2023
Each year, ICMI is helped by a group of contact center industry thought leaders. The ICMI Strategic Advisory Board helps us evaluate our offerings, content, and partnerships to best serve the contact... Read More
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