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


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How to Collect and Respond to VOC Data

Customer Experience

Data, data, data. There's no shortage of reporting in the contact center, but what's the...

What's the State of Work-at-Home Customer Care in 2017?

Workforce Management

5 Practical Actions to Improve Customer Satisfaction


What Do Customers Really Think About Long Wait Times?

Customer Experience

ICMI Forums


Call Center Management Structure


Hi Luanne, We have 44 agents, 1 Assistant Manager, 2 Team Leads, 1 Trainer and...


Developing KPIs for RTAs

Joe Long, 1 answer

Collecting and Acting on VOC Data

ericamarois, 1 answer

Going multi-channel. Advice?

Sammy Evers, 3 answers

Risk vs. Reward of Reducing SLA Goals

amber.krueger, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting

Webinar – May 11 – Register Now!

According to ICMI’s latest research, an overwhelming majority of contact center leaders find that providing...


TOOL KIT: Quality Management in the Contact Center

People Management


Practical Ways to Improve Customer Satisfaction Scores

Mar 30 – Register Now!


Best Practices Guide to Creating A More Effective...


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