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.

Advertisement

Call Center and Contact Center Resources

Sort By:
Article -
Sarah Gibart Shares Her #1 Contact Center Hack
Do you ever feel overwhelmed by your daily to-do list, or unsure how to respond to the next challenge that might come your way? If you work in a contact center, chances... Read More

Article -
NEW! Accelerate Your Career with ICMI Contact Center Connect
Are you tired of the same virtual event formats? Ready to move beyond the slide shows? Looking for ways to expand your network, troubleshoot challenges and find support on your journey as... Read More

Article -
How Does Your Team Handle Change? Share Your Contact Center’s Story for a Chance to Win Big
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

Article -
Cognitive Overload in the Contact Center is Costing You More Than You Think
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

Article -
The Importance of Building Rapport in Call Centers: A Comparative Analysis of Practices in Ireland and the US
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

Article -
Innovating Support: A New Mindset Transforms the Employee Experience
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

Article -
Practical Ways to De-Stress Your Workday, Build Collaboration, and Calm Difficult Customers
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

Article -
Calm in the Contact Center: Strategies for Overcoming “Magical Thinking” in Your Contact Center
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!
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
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

View More Content