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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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Can Technology Mitigate Human Error and Improve Call Center Accuracy?

Technology

Think of your call center like a piano concert—there are three things necessary to create...

10 Customer Expectations You Can't Afford to Ignore

Customer Experience

What Works in Training: Chunking

Learning & Development

How to Make the Most of Your Knowledge Base

Learning & Development

ICMI Forums

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5/31 Questions: What Really Works in Training

ens0204

Hey guys! Hope you all had a great Memorial Day Weekend. Please join us today...

2

Chat Efficiency Gains

Brad Cleveland, 2 answers
1

Recap: #CustServ Pet Peeves

ens0204, 1 answer
1

5/24 Questions: #CustServ Pet Peeves

ens0204, 1 answer
3

Customer Access Strategy

twalton, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Improve Your Agent’s Performance in 983 Simple Steps

Webinar – Jun 23 – Register Now!

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it...

Whitepaper

Multichannel Forecasting & Scheduling

Multichannel Contact Center

Webinar

Mastering Multilingual Support in the Contact Center

Watch Now!

Whitepaper

Driving Customer Loyalty in the Contact Center

Customer Experience
QuickPoll

If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?

No, English and Spanish AHT are the same
Spanish AHT is longer
Spanish AHT is shorter
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Clients We've Worked With