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ICMI’s Top 5 Articles of 2024: Insights That Defined the Year

By The Editors | Date Published: December 20, 2024 - Last Updated December 20, 2024 | Comments

As we look ahead to 2025, it’s time to reflect on the articles that sparked the biggest conversations and delivered the most impactful insights in the contact center industry this past year. In this roundup, we’re highlighting ICMI’s top five articles of 2024—a must-read list for any contact center professional looking to stay ahead in an ever-evolving field. Let’s dive in!

#1: How Technology Improves Empathy in the Enterprise Contact Center

By Pete Humes

Can technology really make us more empathetic? Pete Humes’s compelling article explores how AI, automation, and analytics are empowering contact centers to deliver more human-centric experiences. Learn how cutting-edge tools can enhance emotional intelligence and strengthen customer connections.

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#2: 21 Fun, Easy Ways to Celebrate Customer Service Week

By Erica Marois

From simple acts of appreciation to memorable team-building activities, Erica Marois shares creative and budget-friendly ideas to make Customer Service Week unforgettable. Whether you’re looking for inspiration or planning your next celebration, this article has you covered.

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#3: 7 Key Phrases Every Contact Center Agent Needs to Memorize

By Karin Hurt
Communication is key, and the right words can make all the difference. Karin Hurt highlights seven essential phrases that build trust, resolve conflicts, and improve customer satisfaction. This practical guide is perfect for training and coaching sessions.


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#4: 5 Steps to Defuse Angry Callers

By Rob Dwyer

Dealing with upset customers is never easy, but Rob Dwyer’s actionable tips can help. This article breaks down five proven strategies to calm emotions, find solutions, and turn challenging interactions into positive outcomes.

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#5: Customer Channel Preferences Are Changing

By Steve Morrell

The way customers want to interact with businesses is shifting, and Steve Morrell’s insightful analysis dives into the latest trends. From chatbots to video support, discover what’s driving these changes and how your contact center can adapt.

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These top articles capture the spirit of innovation, strategy, and customer focus that defined 2024 for the ICMI community. Which one resonated most with you? Let us know—and here’s to even more learning and growth in the year ahead!

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.

 

No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.

Topics: Best Practices, Culture And Engagement

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