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Call Center and Contact Center Resources

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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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10 Tips to Get Knowledge Articles Updated for GenAI
Date Published November 11, 2024 - Last Updated November 11, 2024
As generative AI (GenAI) becomes the backbone of self-service solutions, your knowledge base must be more than just helpful — it needs to be smart. At ICMI’s Contact Center Expo, a lot... Read More
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4 Key Features of an AI-First Contact Center
Date Published October 29, 2024 - Last Updated October 29, 2024
Contact centers have struggled with many of the same issues for years now, and despite new software, hiring, adding channels and endless thought leadership — things don’t seem much better. It’s because... Read More
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Why Contact Centers Should Embrace Machine Learning
Date Published October 21, 2024 - Last Updated October 21, 2024
Linear regression, Holts winters, Box Jenkins and exponential smoothing — all are forecasting techniques that we are familiar with in the contact center world. We use these techniques to predict future volume... Read More
Article -
The Great CX Convergence: Why Are All Platforms the Same?
Date Published October 11, 2024 - Last Updated October 11, 2024
In recent years, major vendors have been aggressively expanding into each other's territory, reshaping the landscape of customer experience (CX) software and confusing the heck out of buyers. Companies like Salesforce, Google... Read More
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Bridging the AI Gap - Best Practices for Adoption and Transformation
Date Published August 27, 2024 - Last Updated September 12, 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 customer... Read More
Article -
88-Year-Old Advice for Building Better Contact Center CX
Date Published July 24, 2024 - Last Updated September 26, 2024
Contact centers are enjoying a golden age of advanced technology and AI.  When it comes to digital tools, it’s an embarrassment of riches for call centers and customer service organizations. From virtual... Read More
Article -
Can AI Deliver on Your Expectations in the Contact Center?
Date Published July 17, 2024 - Last Updated September 26, 2024
It seems that all we hear about in the tech and contact center world is how Artificial Intelligence is going to change the world.  How wonderful, how effective, and how from a... Read More
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Artificial Intelligence in the Contact Center: A Insider's Guide
Date Published July 08, 2024 - Last Updated September 13, 2024
Artificial Intelligence (AI) is transforming customer service, particularly in contact centers, and while AI promises significant enhancements in efficiency and customer experience, it's crucial to approach its implementation thoughtfully to avoid hasty... Read More
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