December 2017


Social Customer Service… Then and Now

By Susan Hash

How far has social customer care come since 2009? Industry experts weigh in.

Agility Factor

Regifting for 2018

By Jay Minnucci

Fixes that will bring sunshine and warmth to contact center leaders this holiday season.

Artificial Intelligence

Can AI Replace the Call Center’s Human Agents?

By Jim Iyoob

Why you may want to adopt a best-of-both-worlds approach.

Idiom Insights

Joy to the World… 10 Wishes for 2018!

By Kathleen Peterson

Create an environment in which customer experience is paramount and those facilitating it can shine.

Inside View


By Susan Hash

Bridging the generation gap with care, compassion and sensitivity awareness training.

Leading Thoughts

Meet Heightened Holiday Expectations with an Omnichannel Experience

By Michael Ringman

What’s at the top of consumers’ wish lists this holiday season? A seamless service experience.

Performance Matters

Anticipating and Evaluating Contact Center Trends

By Brian Burke

How to balance what’s new and trending with what makes sense for your stakeholders.

Sponsor Spotlight

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

By Sennheiser

Accommodating skilled agents with hearing impairment allows centers to draw from a comprehensive talent pool.

Superior Service

4 Characteristics of Best-in-Class Contact Centers

By Erica Marois

Best practices shared from ICMI’s 2017 Global Contact Center Award winners.

Tech Line

A Deeper Look at Authentication and Fraud Prevention

By Lori Bocklund

Use a multi-layered approach that cuts across people, process and technology.

The View from the Saddle

2018: The Times They Are A-Changin’

By Paul Stockford

A focus on employee engagement is impacting every facet of the contact center industry.