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Call Center and Contact Center Resources

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Article -
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 2
Date Published November 15, 2024 - Last Updated November 15, 2024
Chapter 2: The Real Issues and Risks are Growing: 4 Key GenAI Weaknesses Tied Directly to Your Agents and these ‘Solves It All’ Solutions Chapter 1 captured multiple, rapidly progressing changes and... Read More
Article -
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age - Chapter 1
Date Published November 12, 2024 - Last Updated November 14, 2024
Chapter 1: A Question. How Much Has Changed for Agents in 6 Months? The Answer. A Ton!  An Overview and 4 Key Market Strengths Overview: “The Times They Are A-Changin”.  Bob Dylan... Read More
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10 Tips to Get Knowledge Articles Updated for GenAI
Date Published November 11, 2024 - Last Updated November 11, 2024
As generative AI (GenAI) becomes the backbone of self-service solutions, your knowledge base must be more than just helpful — it needs to be smart. At ICMI’s Contact Center Expo, a lot... Read More
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6 Tips to Calm the Chaos During Contact Center Peak Season
Date Published November 04, 2024 - Last Updated November 04, 2024
Tis the season for high call volumes, long hours and stressed-out teams? You're in good company if your contact center is approaching peak season. Last month, we polled the ICMI community on... Read More
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4 Key Features of an AI-First Contact Center
Date Published October 29, 2024 - Last Updated October 29, 2024
Contact centers have struggled with many of the same issues for years now, and despite new software, hiring, adding channels and endless thought leadership — things don’t seem much better. It’s because... Read More
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5 Steps to Bring Your Boldest Ideas to Life & Fuel Big Time Innovation
Date Published October 28, 2024 - Last Updated October 28, 2024
Attending events and conferences has been a huge part of my career journey and I've encountered some incredibly inspiring keynotes along the way. I've heard from legends like Mark Hamill and Henry... Read More
Article -
Celebrating Excellence: 2024 ICMI Global Contact Center Awards Winners Unveiled!
Date Published October 24, 2024 - Last Updated October 28, 2024
We’re excited to share the results from a magical night at the 2024 ICMI Global Contact Center Awards ceremony held at this year’s ICMI Contact Center Expo in Orlando! 🎉 The atmosphere... Read More
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
Article -
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
Article -
Influence Contact Center Trends for 2025: Become an ICMI Featured Contributor!
Date Published October 07, 2024 - Last Updated October 07, 2024
Want to make a real impact in the contact center industry?   ICMI is looking for thought leaders like you to share your expertise with our community of customer experience professionals. From writing about contact... Read More
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