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Call Center Resources & Insight

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Article
Keep Your Skills Sharp: Train Virtually Anywhere | #ICMIchat Rundown (April 14, 2020)
When it comes to customer service, effective training is imperative to delivering remarkable experiences. Agents can't be there for your customers if they're not well prepared themselves. Training is also a key... Read More

Article
Support the Emotional Health of Your Learners for a Successful Training
  Imagine arriving on your first day of new hire training and the trainer meets you at the door with a big smile on his face, calls you by name, and enthusiastically... Read More

Article
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

Article
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

Article
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

Article
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

Article
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

Article
#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

Article
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

Article
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

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