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Call Center and Contact Center Resources

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Article -
How to Champion the Customer Experience on a Shoestring Budget
Date Published March 25, 2025 - Last Updated March 27, 2025
In 2025, organizations continue to face the challenge of doing more with less. Contact centers are navigating resource constraints — time, talent, or capital — while being tasked with improving customer experience... Read More
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Why Employee Experience is Key to Building a Better Customer Experience
Date Published March 15, 2025 - Last Updated March 17, 2025
The connection between Employee Experience (EX) and Customer Experience (CX) is undeniable. But how does HR directly impact customer service? And how can organizations break down silos between Employee Experience (EX) and... Read More
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Experience Optimization: The New Frontier in Customer Loyalty
Date Published February 25, 2025 - Last Updated February 25, 2025
Customer loyalty is no longer earned by providing good service alone; it requires an optimized experience at every touchpoint. As consumer expectations evolve, businesses must not only meet but anticipate their customers'... 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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From Your Bookcase to Your Inbox: How Jeff Toister Makes CX Accessible
Date Published January 29, 2025 - Last Updated January 31, 2025
This year, we’re excited to shine a spotlight on each of our Top 25 Thought Leaders. First up, we're thrilled to share a Q&A with Jeff Toister! From what he's currently reading... Read More
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Leading the Way for the Contact Center Industry: ICMI’s 2025 Top 25 Thought Leaders
Date Published January 21, 2025 - Last Updated January 21, 2025
Each year, the contact center community comes together to shine a spotlight on the individuals shaping the future of our industry. After receiving more than 200 nominations, we’re thrilled to unveil ICMI’s... Read More
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7 Ways to Futureproof Your Contact Center
Date Published January 14, 2025 - Last Updated January 14, 2025
Let me set you straight about the word “futureproof”: this isn’t about wrapping your contact center in bubble wrap or chasing every shiny tech trend. Futureproofing is working out how you stay... Read More
Article -
5 Action Steps Customer Service Leaders Need to Take in 2025
Date Published January 09, 2025 - Last Updated January 09, 2025
Running a customer service center is like conducting an orchestra. Just as an orchestra consists of various instruments and musicians who must work together to create a harmonious performance, a customer service... Read More
Article -
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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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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