Discover 5 key lessons from our hands-on experience implementing AI to scale Quality Assurance for contact centers and support centers.
Are your KPIs lying to you? They might be if underlying processes are broken. We dive into how metrics can paint a deceiving picture.
Looking for a practical guide to implementing AI in your contact center? Nick Glimsdahl's new book is both that and a parable about customer-centricity.
Being Blind or Visually Impaired might make a lot of jobs difficult, if not impossible. But what about working in a contact center?
Starting a BPO from scratch will teach a lot of lessons. Will doing it twice teach double the lessons? We find out this week with Kevin Zyskowski!
Why are "contact center" people different? What drew Erica Marois back to ICMI after years away? And what does community look like in 2025?
Customer Support shouldn't be "your problem / my help" says Kevin Steele. His approach makes every problem "our problem" to create partnerships with customers.
Breaking up can be hard. Breaking up with technology is no different, but sometimes, you realize it's the right thing to do.
What can "Boy Bands" teach us about leadership? They follow an established template of success. New leaders also need templates to be successful.
We dug into the secret archives to bring you this special "May the 4th" reissue from 2021 featuring Brian Dunphy.
Podcasts can be an amazing vehicle for connection and community engagement. Priscilla Brooke shares tips on both Support and starting your podcast.
Have you ever stayed at a job too long? Sarah Betts has and we dive into solutions and strategies for a new version of job security.
For some, roles in Support and Service are more than a "job" - they are transformational. Alisha Joseph of Savvy Service Pro joins to discuss.
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