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Call Center Resources & Insight

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ICMI Announces Winners of the 2020 Global Contact Center Awards
Annual awards recognize the companies and individuals who exemplify leadership, vision and strategic accomplishments within the contact center industry. G. Todd Gladden was awarded the 2020 Lifetime Achievement Award.   SAN FRANCISCO,... Read More

Article
2020 ICMI Global Contact Center Award Winners Announced
  During the first-ever virtual ICMI Contact Center Expo, the winners of the 2020 ICMI Global Contact Center Awards were announced. Nate Brown, Chief Experience Officer of CX Accelerator, mc’d the virtual... Read More

Article
Four Ways to Create a Career-Focused Contact Center Team
You’re sitting at your desk reviewing your contact center statistics. Some numbers are good, and you smile. A few numbers are not so good, but you already have ideas on how to... Read More

Article
Contact Center Quality: Assuring Great Experiences | #ICMIchat Rundown (June 23, 2020)
Most contact centers utilize some form of quality management. Agents may remember these as times when they were corrected for not following procedures to perfection, but there's a lot more to quality... Read More

Article
The Value of Democratizing Your Company’s Career Progression Process
Contact center leaders often look to technological innovation to bring about improved performance, but a non-traditional approach for career progression and learning often can be a less expensive and more effective path... Read More

Article
Everyone’s Going Virtual: Leveraging Online Events | #ICMIchat Rundown (June 9, 2020)
Brands of all shapes and sizes were quick to create virtual events, as health concerns forced people around the world to work from home and stay socially distant from their professional communities.... Read More

Article
How to Maximize the Value of Virtual Training
ICMI has over a decade of experience offering virtual classroom training. Later this month, we're launching the first virtual ICMI Symposium, offering nine of the industry's best contact center training courses in... Read More

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 shakes... 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

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