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ICMI’s Top 25 Thought Leaders for 2023
Each year, we ask the contact center community to nominate their choices for th [...]
Shift customer service from a cost center to a growth engine
There’s an old saying when something you value changes and no longer brings you [...]
15 Stats About Post-Covid Customer Service
The pandemic threw customer service into the spotlight, even as the industry fac [...]
25 Call Center Technology Trends to Watch in 2021
Throughout 2020, many new trends arose and call center solutions continued to ev [...]
Technology + Innovation: Building the superhuman agent | McKinsey
Researchers, academics, and innovative organizations have produced a seem [...]
ICMI’s Top 50 Thought Leaders to Follow on Twitter in 2020
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
Even outside of work, we are all familiar with contact centers; they are the pla [...]