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Call Center and Contact Center Resources

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Article -
Is AI the Latest Version of Makeup?
Date Published September 01, 2026 - Last Updated September 01, 2026
As a man, I may not be the right person to speak about this, but it feels like AI may just be the latest version of makeup and/or plastic surgery. Hear me... Read More
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Part two: How to take a strategic approach with agentic AI for CX
Date Published August 31, 2026 - Last Updated August 31, 2026
Every CX vendor has an agentic AI offering now, including many players you’ve never heard of. With AI evolving so quickly, there is no shortage of choice, and to varying degrees, most... Read More
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What Contact Centers Risk Losing with AI
Date Published August 24, 2026 - Last Updated August 24, 2026
Recently, I listened to a call that changed how I think about customer and patient experience. A patient reached out for help and, during the conversation, shared that they were experiencing a... Read More
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3 Example Prompts to Make AI Your Process Improvement Partner
Date Published July 27, 2026 - Last Updated July 27, 2026
How do you use AI at work?  That’s a question I ask myself every day.  Over the past year, I’ve incorporated AI into nearly every phase of the improvement process: from identifying... Read More
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How to take a strategic approach with agentic AI for CX
Date Published July 07, 2026 - Last Updated July 07, 2026
AI continues to evolve faster than anyone can follow, and in the contact center space, no trend is more important right now than agentic AI. This is the first of a two-part... Read More
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How to Integrate the Right Technology at the Right Time
Date Published June 29, 2026 - Last Updated June 29, 2026
Ask a room of leaders what will transform their business this year and most will say AI. Ask which problem it solves, and the answer is high-level: deflection of contacts, cut cost... Read More
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Stop Treating Your IVR Like a Phone Tree
Date Published June 08, 2026 - Last Updated June 08, 2026
Most contact centers treat their IVR as a static tool. It does the job of routing calls and playing pre-recorded messages, and that’s it. That is the problem! Given that today’s customers... Read More
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How to Think Strategically About AI Adoption
Date Published April 21, 2026 - Last Updated April 21, 2026
AI doesn't fail because it's too ambitious. It fails because it's unfocused. In my last blog, I unpacked the risk of racing into AI initiatives that look impressive in slide decks, but... Read More
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How to Develop an AI Strategy to Improve Customer Service
Date Published March 25, 2026 - Last Updated March 25, 2026
Being a new ICMI Contributor, many of you may not know me, but as a 20+ year independent technology analyst, I’ve been writing and speaking extensively about contact center and CX topics... Read More
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Why Your AI Pilot Succeeded, But Your Rollout Failed
Date Published March 24, 2026 - Last Updated March 24, 2026
The metrics looked strong. Containment rates were up. Handle time dropped. Agent satisfaction scores during the pilot were the best the team had seen in two years. Leadership approved the budget, the... Read More
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