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Call Center and Contact Center Resources

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5 Action Steps Customer Service Leaders Need to Take in 2025
Date Published January 09, 2025 - Last Updated January 08, 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
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How to Futureproof Your Contact Center Strategy
Date Published January 08, 2025 - Last Updated January 08, 2025
It’s a new year, and as you’d expect, businesses all over the globe are getting busy planning the goals needed for a profitable year. One of these diligent plans is taking their... Read More
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Meet ICMI’s 2025 Featured Contributors
Date Published January 08, 2025 - Last Updated January 08, 2025
After reviewing dozens of impressive applications, we’re thrilled to introduce ICMI’s Featured Contributors for 2025! This talented group of experts will share their insights with the ICMI community through bi-monthly articles on... Read More
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New Year, New Opportunities: What's Ahead for ICMI in 2025
Date Published January 02, 2025 - Last Updated January 02, 2025
Happy New Year! I hope your holidays were memorable. I took some time to relax and have fun with my family, and now I'm eager to get back into a routine. As we... Read More
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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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