SAN FRANCISCO, March 11, 2025--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, ...

Contact center managers face an array of challenges as they establish and implement agent training programs, including budget, resources, time and training expertise. Modern contact centers encounter ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

Leveraging the latest omnichannel contact center technology solutions can dramatically improve performance and customer experience. However, technology is only part of the optimized performance ...

SAN FRANCISCO--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils the ...

In contact center AI, the recommendation an agent sees is not the most important asset. The key asset is the record of what agents accept, ignore, or change and whether anyone acts on it after go-live ...

Contact center leaders face increasing pressure to improve service levels, manage seasonality, comply with regulations, and control costs, often with leaner teams and rising customer expectations.

With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Back in our February issue, we discussed the results of a recent SSPA survey of top performing agents. One of the survey's key messages was that: “Simply put, top talent gets more training on an ...

Contact center fraud is a reality that organizations must prepare for or else risk considerable losses due to security lapses in customer data protection. Successful fraud schemes can damage a brand's ...

Phone calls remain one of the most direct and trusted ways to serve customers — especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...