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Call Center and Contact Center Resources

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Service Superstars: Meet ICMI's Best Contact Center Agent Contenders
Date Published September 03, 2024 - Last Updated September 04, 2024
The ICMI Global Contact Center Awards are just around the corner, and the spotlight is on the unsung heroes of customer service - agents. These frontline professionals are the heart and soul... Read More
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4 Ways to Help Your Staff Deal with Angry Customers
Date Published September 03, 2024 - Last Updated September 03, 2024
Dealing with angry customers can be a significant source of stress for frontline staff. Here are some effective strategies I’ve found that can help your agents cope. 1. Role-play: Provide comprehensive training... Read More
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Changing Change Management: Best Practices for Modernizing Your Approach
Date Published September 03, 2024 - Last Updated September 03, 2024
This post originally appeared on thinkhdi.com. Many organizations find the change management practice challenging. That’s because they’re torn between moving quickly to ensure changes can be made quickly enough to meet business... Read More
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11 Easy Ways to Address Agent Burnout
Date Published August 28, 2024 - Last Updated August 28, 2024
“I’m done, feeling totally burned out!” Have you heard this statement before? If yes, continue reading. Have you heard any of the below from your team members? I’m fried. I don’t care... Read More
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Sarah Gibart Shares Her #1 Contact Center Hack
Date Published August 28, 2024 - Last Updated August 28, 2024
Do you ever feel overwhelmed by your daily to-do list, or unsure how to respond to the next challenge that might come your way? If you work in a contact center, chances... Read More
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Bridging the AI Gap - Best Practices for Adoption and Transformation
Date Published August 27, 2024 - Last Updated September 05, 2024
Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved... Read More
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The Titans of Customer Service: Meet the Finalists for ICMI’s Best Large Contact Center
Date Published August 26, 2024 - Last Updated August 20, 2024
The countdown to the ICMI Global Contact Center Awards is ON! Just eight weeks until the industry's brightest stars gather in Orlando for ICMI Contact Center Expo, October 21-24. As the excitement... Read More
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NEW! Accelerate Your Career with ICMI Contact Center Connect
Date Published August 23, 2024 - Last Updated August 23, 2024
Are you tired of the same virtual event formats? Ready to move beyond the slide shows? Looking for ways to expand your network, troubleshoot challenges and find support on your journey as... Read More
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5 Things Contact Center Leaders Need to Pay Attention to
Date Published August 19, 2024 - Last Updated August 19, 2024
As someone who works in the healthcare contact center space, I've noticed a growing trend: contact centers are being asked to do more for healthcare practices. They're not just scheduling appointments anymore.... Read More
Article -
Unlock the Secrets to Quality Success with Justin Robbins
Date Published August 19, 2024 - Last Updated August 21, 2024
ICMI Contact Center Expo is officially two months away, and as we count down to the unforgettable week of learning, networking and fun, we’re excited to introduce you to some of our top-rated... Read More
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