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Call Center and Contact Center Resources

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5 Steps to Bring Your Boldest Ideas to Life & Fuel Big Time Innovation
Date Published October 28, 2024 - Last Updated October 28, 2024
Attending events and conferences has been a huge part of my career journey and I've encountered some incredibly inspiring keynotes along the way. I've heard from legends like Mark Hamill and Henry... Read More
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Influence Contact Center Trends for 2025: Become an ICMI Featured Contributor!
Date Published October 07, 2024 - Last Updated October 07, 2024
Want to make a real impact in the contact center industry?   ICMI is looking for thought leaders like you to share your expertise with our community of customer experience professionals. From writing about contact... Read More
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Sarah Gibart Shares Her #1 Contact Center Hack
Date Published August 28, 2024 - Last Updated September 12, 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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NEW! Accelerate Your Career with ICMI Contact Center Connect
Date Published August 23, 2024 - Last Updated September 16, 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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How Does Your Team Handle Change? Share Your Contact Center’s Story for a Chance to Win Big
Date Published July 24, 2024 - Last Updated September 26, 2024
In the dynamic world of customer service, change is the only constant. Every day brings new technologies, shifting customer expectations, and fresh challenges. Staying ahead of the curve isn’t just an option;... Read More
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Cognitive Overload in the Contact Center is Costing You More Than You Think
Date Published May 20, 2024 - Last Updated September 26, 2024
We’ve all been told that the human brain is basically a supercomputer.  Using its 86 billion neurons and 100 trillion connections, it can multitask like a miraculous machine, simultaneously interpreting emotions, solving... Read More
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The Importance of Building Rapport in Call Centers: A Comparative Analysis of Practices in Ireland and the US
Date Published April 25, 2024 - Last Updated September 26, 2024
In the highly competitive field of customer service, call centers play a crucial role in shaping the experiences and perceptions of customers. One of the most important aspects of customer service in... Read More
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Innovating Support: A New Mindset Transforms the Employee Experience
Date Published April 08, 2024 - Last Updated September 26, 2024
Let’s face it: we still mostly do things like we’ve always done. Consider these comments heard around the IT break room… …it’s too hard to build a CMDB …we’ll train our users... Read More
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Practical Ways to De-Stress Your Workday, Build Collaboration, and Calm Difficult Customers
Date Published April 08, 2024 - Last Updated September 26, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take... Read More
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Calm in the Contact Center: Strategies for Overcoming “Magical Thinking” in Your Contact Center
Date Published March 15, 2024 - Last Updated September 26, 2024
Think about any significant conflict you’ve been a part of. I’ll bet that somewhere along the line, clear communication was compromised, and “magical thinking” crept in. “Magical thinking” happens when you take clarity... Read More
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