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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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How to Empower Agents to Focus on Customers

Customer Experience

Contact center agents have the huge responsibility of serving customers, but they're too often burdened...

Best Practices for Evaluating Contact Center Performance

Metrics

Tuesday Training Tip: Tips for Successful Calibration

Learning & Development

The Shocking Truth About Children's Literacy (And What You Can Do to Help)

Learning & Development

ICMI Forums

More

Hold % and Duration on Hold

54smac

Hi All, I just wanted to see if anyone had a view as the best...

1

How to Develop Customer-Centric Employees

ericamarois, 1 answer
1

Want to get your agents obsessed with service?

ericamarois, 1 answer
1

Ways to Optimize Your Contact Center

ericamarois, 1 answer
1

Provider Service Call Center: Industry Standards

pbonaccorsi, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting

Webinar – May 11 – Register Now!

According to ICMI’s latest research, an overwhelming majority of contact center leaders find that providing...

Whitepaper

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

Strategy & Planning

Webinar

ICMI Book Club Discussion:
How to Add Sparkle...

Watch 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