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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 Do You Define Great Customer Service?

Customer Experience

Every customer wants it, and every company wants to provide it. But what is great...

Will Robots Replace Contact Center Agents?

Principles of Contact Center Quality

Workforce Management

Customer Experience: Just Another Catch-Phrase?

Customer Experience

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Optimizing the Contact Center: Secrets to Increasing Your Team’s Capacity and Efficiency

Webinar – Dec 8 – Register Now!

One of the fundamental challenges in today’s contact center is handling an increased workload without...


TOOL KIT: Quality Management in the Contact Center

People Management


3 Customer Engagement Trends to Watch in 2017

Watch Now!


Best Practices Guide to Creating A More Effective...


Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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Clients We've Worked With