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Call Center Resources & Insight

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How to Develop A Successful Customer Service Bot Strategy - Part 2
This article first appeared on HDI In the first part of this guide on how to implement customer service bots within an omnichannel experience, we discussed how to set parameters for what... Read More

How to Develop A Successful Customer Service Bot Strategy - Part 1
This article first appeared on HDI. I recently learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy... Read More

AI, Racism, and Bias: The Impact on Employees and CX
This article first appeared in no jitter. Artificial Intelligence (AI) is no longer just a buzz word being discussed in theory – we’ve reached a point where AI is delivering real, measurable... Read More

How Technology Tools Can Help a Contact Center Team Avoid Burnout
It’s no secret that customer support employees have demanding and often stressful jobs. This was true before our current crisis, but the heightened expectations surrounding these roles has exacerbated agent burnout. Burnout... Read More

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

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

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

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

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