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


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How to Make the Most of Your Time at #CCDemo

Learning & Development

There is nothing quite like an ICMI conference! With ICMI's Contact Center Demo & Conference...

Speech Analytics: Here Comes the Sun


The Key to Building an Exceptional Service Culture

Customer Experience

How to Meet the Needs of Today's Connected Customers

Customer Experience

ICMI Forums


Workforce Management Manager


[color=rgb(51, 51, 51)][font=Arial, sans-serif]Hey everyone, I'm hiring at Whirlpool Corporation for the role of Workforce...


How to Make the Most of Your Time at #CCDemo

jrobbins, 1 answer

Tracking agent time

kolpa, 1 answer

Managing "robo" or dead air calls

pbennett, 2 answers

What Do Today's Customers Really Expect?

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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Channel Failure: How to Avoid the Hidden Dangers of Omnichannel

Webinar – Watch Now!

Many contact center leaders know that they’re entering a post-voice era, but few are certain...


TOOL KIT: Designing the Modern Customer Experience

Customer Experience


16 Hacks to Help You Better Manage Your...

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

Multichannel Contact Center

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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