ICMI Report: Next-Generation Service: The Role of AI, IoT, and Automation in Contact Center Transformation
Within the next year, the percentage of organizations supporting IoT is expected to jump from 36% to 57%. Read this research report to learn more.
Three Stops On The CX Journey
Terms like customer service, customer satisfaction and customer experience are often used interchangeably when describing the delivery of the best experience to your customer. Do we know how important they are to the success of our brand?
Digging In to Team Collaboration App Security
By Irwin Lazar for NoJitter.com
As adoption of team collaboration applications grows, so do concerns related to governance, retention, and security of conversations stored within them.
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers
In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates.