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


More Articles

Measure Your Networking Results in Adventures, Not Inches

Learning & Development

Sarah Stealey Reed: The foyer is claustrophobically stuffed with people. We’re all customer experience professionals;...

What Works in Training: Retrieval Practice

Learning & Development

16 Ways to Recognize and Celebrate Contact Center Agents

Culture & Morale

How to Measure and Improve the Customer Experience


ICMI Forums


How to Create a Customer Journey Map


It's almost time for another #ICMIchat! Patrick Russell (@Patrick_SaaS) is our host tomorrow, and he'll...


Managing "robo" or dead air calls

Hethrj, 1 answer

Preparing for Customer Service Week

ericamarois, 1 answer

Leading Change in the Contact Center

ericamarois, 1 answer

Emerging Contact Center Metrics

jrobbins, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Channel Failure: How to Avoid the Hidden Dangers of Omnichannel

Webinar – Oct 20 – Register 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...

Oct 6 – Register Now!


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


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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