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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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6 Steps for Turning Around Upset Customers

Customer Experience

When I was at Phone.com, shortly after implementing our first customer satisfaction survey, we established...

A Birthday Surprise with Wings

Customer Experience

How Millennials are Changing the Customer Expectation

Customer Experience

ICMI Tuesday Training Tip: The Power of Professional Connections

Customer Experience

ICMI Forums

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How to Make the Most of Your Time at #CCExpo

ericamarois

Are you joining us next week in Orlando for Contact Center Expo & Conference? Then...

1

Industry Standards for Schedule Adherence

marty.russell, 1 answer
1

Sick Policy

Pmaubi, 1 answer
2

Do you use spreadsheets or WFM software?

SeaHawkins, 2 answers
4

Risk vs. Reward of Reducing SLA Goals

kory_gage, 4 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Create Knock-Your-Socks-Off Customer Experiences

Webinar – Jun 23 – Register Now!

The phrase less is more may be true in many cases, but it’s certainly not...

Whitepaper

TIP SHEET: 10 Strategies to Build a Future-Forward...

Strategy & Planning

Webinar

Transforming the Value Of The Contact Center

Jun 15 – Register Now!

Whitepaper

TREND REPORT: A Practical Approach to Implementing Conversational...

Multichannel Contact Center
QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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Clients We've Worked With