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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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Get Up to Speed on Bots in Customer Service

Technology

Preparing to use bots in your customer care organization? Confused about what a bot is...

Engaging the Elephant in Training

Learning & Development

Ways to Show Customers You Care

Customer Experience

How to Develop a Customer Service Vision

Culture & Morale

ICMI Forums

More

Risk vs. Reward of Reducing SLA Goals

SeaHawkins

I'd be interested in knowing your current SLA, and why do you want to decrease...

3

Contact Center Staff Meetings

jrobbins, 3 answers
1

How to Show Love To Your Customers

jrobbins, 1 answer
2

Outsourcing Pricing Model

SeaHawkins, 2 answers
17

Call Center Mission Statement Examples

talkagent, 17 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

ICMI Book Club Discussion:
The Culture Engine

Webinar – Watch Now!

As a customer service leader, you’re more aware than ever of how important culture is...

Whitepaper

TOOL KIT: Quality Management in the Contact Center

People Management

Webinar

Best Practices for Blending Automation & Agent-Assisted Service...

Watch Now!

Whitepaper

Best Practices Guide to Creating A More Effective...

Strategy & Planning
QuickPoll

Which method do you feel is most effective for recruiting new agents?

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Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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