How to Develop High Potential Contact Center Employees: A Proven Leadership Framework
Bianca Price, HR Customer Experience Manager at Michigan State University and 2026 ICMI Feature Contributor, presented a transformative leadership framework at the ICMI 2026 Digital Event that addresses a critical challenge: how to intentionally develop high-potential talent in high-volume operational environments without causing burnout.
Designing Contact Centers to Deliver Enterprise Value at Scale: From Cost Center to Value Center
Contact centers represent one of the most structurally important functions in modern organizations, yet they continue to be managed primarily as cost centers focused on efficiency metrics. This session by presents a practical framework for transforming contact centers into value centers that deliver measurable enterprise value while simultaneously improving operational efficiency and customer experience.
How Leaders Build Psychological Safety in Contact Centers: Culture Is Built in the Gaps
Contact center culture isn't created through annual surveys or leadership retreats—it's forged in the daily operational decisions leaders make under pressure. While 84% of employees rank psychological safety among their top workplace priorities, only 69% of individual contributors actually feel safe at work, compared to 87% of executives. This 18-point gap represents the cultural divide that leaders must bridge through intentional, consistent action.
The Retention Paradox
Contact center leaders say they’re winning the war on turnover. The data says they’re not. That gap is worth understanding.
For years, organizations have invested in engagement programs, recognition initiatives, wellness efforts, and improvements to the employee experience. Many leaders believe those efforts are paying off. According to ICMI’s State of the Contact Center in 2026 research, 80% of respondents say their organization has gotten better at addressing the root causes of turnover, while 78% believe their agents feel valued and supported.
Yet the turnover numbers tell a different story.
From Surviving to Thriving: Building Award-Winning Contact Center Cultures
Evidence-Based Strategies from ICMI Contact Center Expo.
This report summarizes a comprehensive session on creating and sustaining high-performing contact center cultures, presented at ICMI Contact Center Expo 2025. The session explored evidence-based strategies for transforming organizational culture, with practical frameworks that leaders can implement within 30-90 days. Drawing from research involving over 1,300 executives and 80 technology firms, the presentation demonstrated how intentional culture-building directly impacts employee engagement, customer satisfaction, and financial performance.
AI Isn't Cutting Jobs (Yet)
AI is supposed to reduce staffing. That expectation has taken hold in boardrooms, vendor briefings, and budget planning sessions. Automation historically meant efficiency. And in the past, better efficiency has usually meant fewer people.
But the latest data suggests something more complex is unfolding. AI may be increasing leadership pressure long before it meaningfully reduces headcount.
The State of the Contact Center in 2026
Balancing AI Innovation with Human Connection to Reimagine Customer Experience
ICMI conducted the survey in August and September 2025 via emailed invitations to respondents residing in the U.S., Canada, the U.K. and Australia. The survey queried senior customer service and contact center professionals from organizations across 30 industry sectors about the state of their contact center operations. ICMI research was responsible for all survey design, administration, data collection and analysis. These procedures were carried out in strict accordance with standard market research practices and existing U.S. privacy laws.
5 Trends That Will Impact Contact Centers in 2025
As contact centers adapt to new technologies and changing workforce dynamics, five key trends are shaping the future of customer service. Let’s dive into these trends with expert advice and practical strategies.
A Quick Start Guide to Level Up Your Contact Center Career
The most successful contact center professionals are those who proactively develop their leadership skills, adapt to industry changes, and find ways to drive business value. Whether you’re an aspiring leader or an experienced professional looking to stay ahead, this guide will help you take the next step in your career.
In this quick start guide, we’ve gathered expert insights to help you. Each section provides actionable strategies, practical tips, and key takeaways that you can apply immediately.
Build a Retention Playbook Based on Your Employees' Most Fundamental Needs
Tackling employee retention is overwhelming when there are so many factors that influence employee engagement and commitment. Where to start? How to prioritize?
We turned to established psychological theories such as Maslow’s Hierarchy of Needs, Self Determination Theory (Deci & Ryan), and Herzberg’s Motivation-Hygiene Theory to build research aligned retention guidelines that align with proven human psychological needs.