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


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The Changing Face of the Right People, in the Right Place, at the Right Time

Workforce Management

There was a time, not so long ago, that workforce management was all about efficiency....

5 Ways to Scale Your Customer Service Without Sounding Robotic

Workforce Management – comment

Love Thy Neighbor, You Never Know


#ICMIchat Recap: Contact Center Culture in Action

Culture & Morale

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...


Supervisor team change?

Sharon Rohrbach, 1 answer

QA Calibration?

Alejandra Moreno, 2 answers

Time to enter KPI?

Matthew Cowell, 1 answer

What is most effective for agent coaching?

jeanette marco

Webinars & Whitepapers

More Webinars | More Whitepapers

Rockwell Automation: Using Innovation to Deliver Best-in-Class Global Support

Webinar – Mar 19 – Register Now!

Rockwell Automation’s mission is to improve the standard of living for everyone by making the...


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



Forbes Survey : Roadmap to Modern Customer Service

Mar 5 – Register Now!


Driving Agent Attrition Whitepaper

Learning & Development


More Videos

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