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Call Center and Contact Center Resources

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Article -
Why Contact Centers Should Embrace Machine Learning
Date Published October 21, 2024 - Last Updated October 21, 2024
Linear regression, Holts winters, Box Jenkins and exponential smoothing — all are forecasting techniques that we are familiar with in the contact center world. We use these techniques to predict future volume... Read More
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The Great CX Convergence: Why Are All Platforms the Same?
Date Published October 11, 2024 - Last Updated October 11, 2024
In recent years, major vendors have been aggressively expanding into each other's territory, reshaping the landscape of customer experience (CX) software and confusing the heck out of buyers. Companies like Salesforce, Google... Read More
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Bridging the AI Gap - Best Practices for Adoption and Transformation
Date Published August 27, 2024 - Last Updated September 12, 2024
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer... Read More
Article -
88-Year-Old Advice for Building Better Contact Center CX
Date Published July 24, 2024 - Last Updated September 26, 2024
Contact centers are enjoying a golden age of advanced technology and AI.  When it comes to digital tools, it’s an embarrassment of riches for call centers and customer service organizations. From virtual... Read More
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Can AI Deliver on Your Expectations in the Contact Center?
Date Published July 17, 2024 - Last Updated September 26, 2024
It seems that all we hear about in the tech and contact center world is how Artificial Intelligence is going to change the world.  How wonderful, how effective, and how from a... Read More
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Artificial Intelligence in the Contact Center: A Insider's Guide
Date Published July 08, 2024 - Last Updated September 13, 2024
Artificial Intelligence (AI) is transforming customer service, particularly in contact centers, and while AI promises significant enhancements in efficiency and customer experience, it's crucial to approach its implementation thoughtfully to avoid hasty... Read More
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"AI Pulse Check: How Contact Centers Are Really Implementing This Transformation Technology"
Date Published June 24, 2024 - Last Updated September 16, 2024
Replay Available: ICMI's leading experts discuss the brass tacks of the state of AI implementation and use in the contact center. We will cover: A pulse check of where contact centers are... Read More
Article -
How to Choose a Visual Remote Support Solution
Date Published June 21, 2024 - Last Updated September 26, 2024
Customer service is forever connected to the sounds of a telephone call. The pre-recorded rundown of IVR menu options. The agonizing loop of smooth jazz-inspired hold music. And ultimately, the calm and... Read More
Article -
I Don’t Always Want Human-like Service
Date Published June 13, 2024 - Last Updated September 12, 2024
During a recent brainstorming session about the future of AI, the idea came up again of Generative AI making service more human like in the future. Now, being the contrarian that I... Read More
Article -
Empathetic AI: How GenAI Virtual Agents Will Be Leveraged
Date Published June 03, 2024 - Last Updated September 26, 2024
Imagine you're shopping online or in a store and have a question about a product. But you don’t want to find a store employee or call into their contact center to speak... Read More
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