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


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Making Culture Change Sticky

Culture & Morale

In my last article (“Does Your Contact Center Culture Need a Makeover?”), I described how...

16 Ways to Recognize and Celebrate Contact Center Agents

Culture & Morale

How to Measure and Improve the Customer Experience


The Ambiguity of Contact Center "Success"


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

16 Hacks to Help You Better Manage Your Contact Center

Webinar – Oct 6 – Register Now!

Eleanor Roosevelt once said, "To handle yourself, use your head; to handle others, use your...


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

Customer Experience


7 Metrics You Can’t Afford To Ignore in...

Watch Now!


Tips for Effectively Managing a Highly Volatile Contact...

Customer Experience

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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