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


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Will Robots Replace Contact Center Agents?

This week our #ICMIchat community discussed the impact that automation, bots, and emerging technology are...

Customer Experience: Just Another Catch-Phrase?

Customer Experience

12 Reasons Customer Service Professionals are Giving Thanks

Customer Experience

The Future of Customer Service: Mobile-First, Mobility and More


Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency

Webinar – Dec 8 – Register Now!

One of the fundamental challenges in today’s contact center is handling an increased workload without...


TOOL KIT: Quality Management in the Contact Center

People Management


3 Customer Engagement Trends to Watch in 2017

Watch Now!


Best Practices Guide to Creating A More Effective...

Strategy & Planning

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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Clients We've Worked With