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ICMI’s Top 5 Articles of 2024: Insights That Defined the Year
Date Published December 20, 2024 - Last Updated December 20, 2024
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.... Read More
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Brutal Truths About Toxic Leadership & 6 Ways to Fix It
Date Published December 19, 2024 - Last Updated December 19, 2024
Our son's class holiday party is tomorrow, and one of the many items on my long end-of-year to-do list was to provide a festive sweet treat. After researching for about an hour,... Read More
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Contact Center Shake-Up: 5 Trends You Can't Afford to Ignore in 2025
Date Published December 09, 2024 - Last Updated December 09, 2024
The contact center landscape is undergoing rapid transformation as we enter the new year. Customer needs and expectations continue to evolve, and technology is reshaping how we engage with and serve customers.... Read More
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Jim Tincher shares how to bridge customer experience and business growth
Date Published December 03, 2024 - Last Updated December 03, 2024
When Jim Tincher began his career 35 years ago, he made what he thought was a simple request to his boss before he left for vacation: “I'd like to visit a customer... Read More
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How to Foster Compassionate Agents
Date Published December 03, 2024 - Last Updated December 03, 2024
“You have to have empathy.” “Put yourself in the shoes of your customers.” “Empathy, empathy, empathy.” I feel like these phrases are thrown around a lot in our industry. In speaking with... Read More
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5 Key Insights from ICMI’s “The State of the Contact Center in 2024”
Date Published November 25, 2024 - Last Updated November 25, 2024
Brace yourself: Some big changes are coming to the customer service landscape in 2025, according to ICMI’s latest annual survey of the industry. Our report captures this transformation through the eyes of 129 industry... Read More
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Get It Right for Your Agents: 5 Recommended Steps to Success Regardless of How Quickly the GenAI Market Evolves and Just Where It Goes
Date Published November 22, 2024 - Last Updated November 22, 2024
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age’ - Chapter 3 Chapter 2 of this article series captured four agent-specific risks and touched on others outside that scope. ... Read More
Webinar -
Burnout, Be Gone: New Tools and Tactics for Enhancing Agent Productivity and Morale
Date Published November 21, 2024 - Last Updated December 04, 2024
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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
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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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