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

Articles

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

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

Metrics

Create Better Customer Outcomes Through Journey Mapping

Customer Experience

ICMI Forums

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Strategic Impact Metrics

jrobbins

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

2

% of Revenue Question

Brad Cleveland, 2 answers
1

Contact Center Accessibility

ens0204, 1 answer
1

Measuring & Improving Customer Satisfaction

ens0204, 1 answer
1

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...

Whitepaper

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

Customer Experience

Webinar

Improve Your Agent’s Performance in 983 Simple Steps

Watch Now!

Whitepaper

Tips for Effectively Managing a Highly Volatile Contact...

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QuickPoll

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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