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


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3 Tips to Improve Contact Center Reporting


“My goal is that our reporting is concise, honest, accurate, and actionable.” – Reporting Coordinator,...

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Workforce Management

The Pros and Cons of Upward Mobility in the Contact Center

Learning & Development

25 Characteristics of a Great Manager

People Management

ICMI Forums


7/26 Questions: Metrics Mistakes


Hi guys! Neal Topf is back in the hosting seat today. Hope you'll join us!...


7/19 Questions: Efficiency Metrics

ens0204, 1 answer

7/5: What Metrics Matter Most?

arsh_1011, 2 answers

Outsourcing Pricing Model

jeffery, 1 answer

7/12: Quality Metrics

ens0204, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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...


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

All About Agents


Improve Your Agent’s Performance in 983 Simple Steps

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TOOL KIT: Multichannel Forecasting & Scheduling

Workforce Management

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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Clients We've Worked With