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The communications provider strengthens its contact center platform with AI-driven workforce management capabilities through strategic acquisition.
From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.
ICMI's Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, today ...
SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...
Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...
If you currently have best practices and world-class tactics in place at your contact center, you are very likely doomed. You have chosen to incorporate proven approaches and principles, and in doing ...
If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...
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