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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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The Current State of Social Customer Care

Social Media

Just a few years ago social media was considered an emerging channel for customer service....

Completing the Learning Management Picture

Learning & Development

I Have Money For You

Customer Experience

Dispelling the 3 Most Common Myths of Contact Center Operations

Site Operations

QueueTips Q&A Forum

More QueueTips

Threshold goal for queue or agent?

Janelle Hockenbrocht

When a threshold is set, does the clock start ticking once the call hits the...

1

Supervisor team change?

Sharon Rohrbach, 1 answer
2

QA Calibration?

Alejandra Moreno, 2 answers
1

Time to enter KPI?

Matthew Cowell, 1 answer
0

What is most effective for agent coaching?

jeanette marco

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

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The Top 3 Tips to Becoming a Profit Center

Webinar – May 21 – Register Now!

Revenue generating or not, most contact centers could be contributing a higher level of value...

Whitepaper

Cloud Cover for the Call Center: Meeting Demands...

Technology

Webinar

5 Tips for Budget-Friendly Training in the Modern...

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

Site Operations

Video

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QuickPoll

Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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Clients We've Worked With