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Call Center Resources & Insight

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How Voice Analytics Can Improve Customer Service
According to Technavio, a research firm, the global voice and speech analytics market is poised to grow by $2.17 billion during 2019-2023, progressing at a compound annual growth rate of almost 18%... Read More

Article
How to Integrate New AI Into Your Contact Center Now
For many contact centers, COVID-19 was a harsh wake-up call that left leadership and teams scrambling to find solutions amidst volume spikes, reduced hours of operation, and staffing gaps. For customers trying... Read More

Article
Three Tech Solutions to Help with the New Customer Service Landscape
In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they... Read More

Article
Turn your Help Center Into an Invaluable Resource in 3 Steps
Sponsored post: Throughout the pandemic, customers have understandably had a lot of questions. Their first stop for answers? Think search engines. Salesforce research found that customers are most likely to go to... Read More


Article
Agents vs Robots – Should It Really Be a Fight?
The notion of robots taking over our jobs is as old as the notion of AI itself. However, even though successful businesses have proven time and again that human workers are still... Read More

Article
Five Tips to Successfully Integrate Chatbots in Customer Service
I think the first time I spoke about the future of AI and chatbots was the ICMI conference in 2015. The slide read, “The future as we see it: Chat, social media,... Read More


Article
A Best Practice Framework for A Successful Contact Center Agent at Home Strategy
Sponsored post:  As the world continues to adapt to the impacts of the recent crisis, organizations and employees alike must adjust to a reality that is both more fluid as well as... Read More

Article
A Cloud Foundation Enables a Contact Center Work From Home Strategy
Sponsored post: Clearly in the last few months, contact centers were focused on ensuring the safety of their employees by moving everyone to work from home very quickly, while trying to keep... Read More

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