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White Papers

Download these free resources from ICMI to stay up-to-date on key topics impacting contact center professionals

Agent Engagement and Experience: It's Time to Fix Service Level

Key Trends!

Learn from ICMI's Strategic Advisory Board about the current trends and challenges as they address key questions and provide recommendations for contact center leaders.

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Contact Center Agent Retention and Engagement

Excerpts from recent conversations with ICMI’s founding partner Brad Cleveland and ICMI consultants Wendy Fowler, Josh Streets, and Steve Campbell. In these discussions, they identify current trends and challenges, address key questions, and provide recommendations on agent retention and engagement.

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 June 2022