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Call Center and Contact Center Resources

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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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Get It Right for Your Agents: 5 Recommended Steps to Success Regardless of How Quickly the GenAI Market Evolves and Just Where It Goes
Date Published November 22, 2024 - Last Updated November 22, 2024
The Vital Evolution of Customer Service Agents in a GenerativeAI Automated Age’ - Chapter 3 Chapter 2 of this article series captured four agent-specific risks and touched on others outside that scope. ... Read More
Webinar -
Burnout, Be Gone: New Tools and Tactics for Enhancing Agent Productivity and Morale
Date Published November 21, 2024 - Last Updated November 21, 2024
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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
Article -
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
Article -
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
Article -
6 Tips to Calm the Chaos During Contact Center Peak Season
Date Published November 04, 2024 - Last Updated November 04, 2024
Tis the season for high call volumes, long hours and stressed-out teams? You're in good company if your contact center is approaching peak season. Last month, we polled the ICMI community on... Read More
Article -
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
Article -
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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