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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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28 Tips for a More Efficient Contact Center

Metrics

Successful contact center agents must be patient, empathetic, critical thinkers and problem solvers. They must...

ICMI Speaker Spotlight: How to Inject Positivity in Your Contact Center

People Management

Reducing Attrition in Contact Centers: It's All About the Team

People Management

Contact Center Quality Metrics 101

Metrics

ICMI Forums

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7/19 Questions: Efficiency Metrics

ens0204

Hi, guys! I'm really excited to host our discussion on contact center efficiency metrics tomorrow....

2

7/5: What Metrics Matter Most?

arsh_1011, 2 answers
1

Outsourcing Pricing Model

jeffery, 1 answer
1

7/12: Quality Metrics

ens0204, 1 answer
1

FLSA: NEW OVERTIME RULE

ruby.gealon, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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From Zero to Hero: How to Build Award-Winning Social Customer Care from the Ground Up

Webinar – Watch Now!

Your customers are talking to you on social media. Are you listening? Responding? According to...

Whitepaper

Tips for Effectively Managing a Highly Volatile Contact...

Multichannel Contact Center

Webinar

Improve Your Agent’s Performance in 983 Simple Steps

Watch Now!

Whitepaper

TREND REPORT: Improving Employee Engagement in the Contact...

All About Agents
QuickPoll

If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?

Productivity decreases
Quality decreases
Productivity and quality decrease
No impact on quality or productivity
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