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Call Center and Contact Center Resources

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How to Create the Best Contact Center Team
Date Published February 19, 2025 - Last Updated February 19, 2025
You want to put your best team forward. Just like any sports team, it's essential for both generalists and specialists to have their skills refined through training and practice, ensuring they are... Read More
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Upskilling Customer Service Agents: Part One, The Knowledge Curator
Date Published February 18, 2025 - Last Updated February 19, 2025
Yes, AI is replacing customer service roles in many organizations. It’s an “adapt or die” moment for the contact center space. I’m excited to adapt. The work is becoming richer and more... Read More
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5 Skills Hiring Managers Should Look for in Contact Center Professionals
Date Published February 17, 2025 - Last Updated February 18, 2025
Over the years, as a recruiter for various top-tiered companies, I have found many skills, traits and behaviors that hiring managers should look for.  Regardless of the type of contact center agent... Read More
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Dan Smitley on WFM, Leadership and Kindness
Date Published February 13, 2025 - Last Updated February 13, 2025
This year, we’re excited share key insights and learnings from each of our Top 25 Thought Leaders. Today, Dan Smitley is in the spotlight. As a Featured Contributor and regular ICMI event... Read More
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The Future is Empathy: Why Your Agents Will Define Success
Date Published February 12, 2025 - Last Updated February 12, 2025
In today's rapidly evolving contact center landscape, the use of AI is often heralded as the future, and let’s be honest, it is. However, while AI offers numerous efficiencies, it's the human... Read More
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Why Manual Scaling is Too Expensive — And a Waste of Time
Date Published February 11, 2025 - Last Updated February 14, 2025
The average agent salary in the U.S. last year was $42,760. Meanwhile, contact centers dedicate between 50 to 70% of agents to Tier 1 support even though AI agents can handle 90%... Read More
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Join Us for a Game-Changing Webinar on Employee Retention
Date Published February 10, 2025 - Last Updated February 10, 2025
Is your contact center grappling with high turnover rates and retention challenges? You're not alone — but you're also not stuck. Join us on Friday, February 21, from 11:30 AM to 12:30... Read More
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6 Skills Every Contact Center Manager Should Master
Date Published February 10, 2025 - Last Updated February 10, 2025
Contact center managers are the backbone of operations. They oversee diverse teams, resolve escalated issues and troubleshoot daily challenges. These responsibilities require a specialized skill set to ensure contact centers operate effectively... Read More
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5 Tips for Using Gen AI as a Customer Service Reading Tool
Date Published February 05, 2025 - Last Updated February 05, 2025
As a lifelong writing teacher, I’m overwhelmed (traumatized?) by our industry’s gen AI frenzy. Yes, our agents will be faster if they use gen AI tools to reply to customers’ emails, chats,... Read More
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Two Leadership Responsibilities That Separate the Best from the Rest
Date Published February 04, 2025 - Last Updated February 04, 2025
In working with organizations of many types and across many industries, I've noticed something unmistakable and interesting about contact center leadership. While there are dozens of leadership principles that matter, two responsibilities... Read More
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