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Call Center and Contact Center Resources

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Article -
No More Monkey Business: Growing Strategic Leadership in Contact Centers
Date Published August 20, 2025 - Last Updated August 20, 2025
Ever said “Leave it with me” only to realize you’ve just adopted another shrieking primate onto your already crowded shoulders? Welcome to the unofficial wildlife park of contact center leadership, where every... Read More
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The Power of Connecting and Staying in Touch
Date Published August 18, 2025 - Last Updated August 18, 2025
How Meaningful Connections Shape Careers and Lives Over Time As I reflect upon my career, I am thankful for the people whom I met along the way who helped me navigate my... Read More
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Lost in Translation: What Accent Tech Reveals About Bias, Clarity and Connection
Date Published August 13, 2025 - Last Updated August 13, 2025
In a Slack conversation among CX professionals, Luke Jamieson raised a simple question as part of a CX question of the week on the CX Accelerator: What are the real implications of... Read More
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Upskilling Customer Service Agents: Part Two, The Personal Guide
Date Published August 11, 2025 - Last Updated August 11, 2025
Lines have been drawn. Many organizations who do not view Customer Service for the strategic differentiator that it is are taking extreme cost-cutting measures. Organizations who know better are investing: upskilling their... Read More
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4 Strategic Contact Center Leadership Lessons
Date Published August 05, 2025 - Last Updated August 05, 2025
I remember my first promotion to a leadership role. All I could think about were the gaps in my experience, especially when it came to developing and executing strategy at scale. The... Read More
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5 Strategies to Understand and Respond to Customer Needs
Date Published August 04, 2025 - Last Updated August 04, 2025
As CX professionals, being able to listen, understand and respond to customers' needs is an underrated skill that isn't prioritized as it should be. Why is that? Because listening, in the CX... Read More
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Engineering the Future of Contact Center Transcription in Real-time
Date Published July 30, 2025 - Last Updated July 30, 2025
When we launched ElevateAI in 2023, our mission was clear: get transcription right for the contact center. Not just accurate – but actionable. Not just fast – but domain-tuned, latency-aware, and enterprise-ready.... Read More
Article -
7 Major FAQ Mistakes
Date Published July 29, 2025 - Last Updated July 29, 2025
I wish FAQs were the 8-track players of customer self-service, but they are not. Lots of companies still publish FAQs pages. And lots of desperate customers go to those pages for help.... Read More
Article -
3 ways to empower your leadership team to drive change in your contact center
Date Published July 28, 2025 - Last Updated July 28, 2025
For those who have worked in a contact center for any length of time, you know daily whirlwind – managing call volumes, overseeing staff and handling unexpected challenges. It’s all too easy... Read More
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Announcing the 2025 ICMI Global Contact Center Awards Finalists!
Date Published July 23, 2025 - Last Updated July 23, 2025
Each year, the ICMI Global Contact Center Awards shine a spotlight on the most inspiring individuals, teams, and organizations raising the bar for excellence in customer experience. The 2025 finalists represent innovation,... Read More
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