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ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.


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What the 10 Hour Zappos Call Teaches Us About Contact Center Metrics


Have you ever stayed on the phone with a customer for ten hours? Steven Weinstein...

What Works in Training: Repetition

Learning & Development

How to Apply Traditional Contact Center Metrics to Social Media


Create Better Customer Outcomes Through Journey Mapping

Customer Experience

ICMI Forums


Strategic Impact Metrics


Customer contact centers have the potential to create value on three distinct levels: Level 1,...


% of Revenue Question

Brad Cleveland, 2 answers

Contact Center Accessibility

ens0204, 1 answer

Measuring & Improving Customer Satisfaction

ens0204, 1 answer

Ratio of "IT Guys" to desktops or agents

scott.mabel, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

From Zero to Hero: How to Build Award-Winning Social Customer Care from the Ground Up

Webinar – Watch Now!

Your customers are talking to you on social media. Are you listening? Responding? According to...


Ready, Set, Social: A Tool to Hit Fast...

Customer Experience


Improve Your Agent’s Performance in 983 Simple Steps

Watch Now!


Tips for Effectively Managing a Highly Volatile Contact...


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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