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Technology + Innovation: Building the superhuman agent | McKinsey

By |July 14th, 2020|Categories: Customer Experience, Technology|Tags: , , , , , , , , , , , , , , , |

  Researchers, academics, and innovative organizations have produced a seem [...]

ICMI’s Top 50 Thought Leaders to Follow on Twitter in 2020

By |January 6th, 2020|Categories: Customer Experience, Leadership|Tags: , , , , , , , , , , , |

For six years running, ICMI has compiled a list of the top 50 thought leaders to [...]

Reality Check: Most Contact Centers Aren’t Really Omnichannel

By |November 15th, 2019|Categories: Customer Experience|Tags: , , , , , , , , , , , |

Even outside of work, we are all familiar with contact centers; they are the pla [...]