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Call Center and Contact Center Resources

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How to Develop an AI Strategy to Improve Customer Service
Date Published March 25, 2026 - Last Updated March 25, 2026
Being a new ICMI Contributor, many of you may not know me, but as a 20+ year independent technology analyst, I’ve been writing and speaking extensively about contact center and CX topics... Read More
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Why Your AI Pilot Succeeded, But Your Rollout Failed
Date Published March 24, 2026 - Last Updated March 24, 2026
The metrics looked strong. Containment rates were up. Handle time dropped. Agent satisfaction scores during the pilot were the best the team had seen in two years. Leadership approved the budget, the... Read More
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Your AI Dashboard Is Lying to You
Date Published March 23, 2026 - Last Updated March 24, 2026
You have more data than you’ve ever had. But somehow, it feels like you understand your operation less than before. If that sounds familiar, you're not alone. Most of the contact center... Read More
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ICMI Consultant's Corner: Meet Steve Campbell
Date Published March 18, 2026 - Last Updated March 18, 2026
Steve Campbell has 27 years of consulting experience in the contact center space. Steve skillfully works with all levels of the organization, forming strong partnerships with client companies to deliver improvements in cost, quality and service. His ability... Read More
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Your AI Tools Might Be Making Your Agents Slower. Here’s How to Know.
Date Published March 13, 2026 - Last Updated March 13, 2026
Before you sign your next AI contract, ask yourself one question: will my team trust this tool, or work around it? If you’re not sure, keep reading. Contact centers spent billions on... Read More
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AI Training & Consulting: A Show vs Tell Approach
Date Published February 24, 2026 - Last Updated February 24, 2026
From AI Strategy to Capability A quick scan of executive job boards and recent AI headlines tells you something important. Companies are no longer experimenting with AI on the side. They are... Read More
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3 strategic ways to use AI for CX
Date Published January 20, 2026 - Last Updated January 21, 2026
For every contact center, the big elephant in the room for 2026 is AI. So much possibility, so many unknowns, so much pressure to deploy, so much! No technology is evolving faster,... Read More
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AI Took the Easy Calls. Now Your Best Agents Are Leaving.
Date Published January 13, 2026 - Last Updated January 13, 2026
Something unexpected is happening in contact centers that have successfully deployed AI. Call volumes are dropping, automation rates are climbing and executives are celebrating. Meanwhile, agents are reporting higher stress levels, and... Read More
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How Generative AI is Transforming Contact Centers: Challenges, Opportunities, and the Path Forward
Date Published January 08, 2026 - Last Updated January 09, 2026
Contact center decision-makers face massive technology-driven transformations that impact customer engagement, agent experience, and workforce management; and the rise of generative AI is turbo-charging these dynamics. But use cases and ROI for... Read More
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4 Ways to Talk Honestly About AI in the Contact Center
Date Published December 02, 2025 - Last Updated December 02, 2025
If you’re not hyperventilating about AI yet, you’re just not getting it. AI is a magical solution that can handle 100% of customer interactions flawlessly. AI will cut costs, reduce headcount, enable... Read More
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