ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

How to Make the Most of Your Time at #CCDemo

Learning & Development

There is nothing quite like an ICMI conference! With ICMI's Contact Center Demo & Conference...

Speech Analytics: Here Comes the Sun


The Key to Building an Exceptional Service Culture

Customer Experience

How to Meet the Needs of Today's Connected Customers

Customer Experience

ICMI Forums


Workforce Management Manager


[color=rgb(51, 51, 51)][font=Arial, sans-serif]Hey everyone, I'm hiring at Whirlpool Corporation for the role of Workforce...


How to Make the Most of Your Time at #CCDemo

jrobbins, 1 answer

Tracking agent time

kolpa, 1 answer

Managing "robo" or dead air calls

pbennett, 2 answers

What Do Today's Customers Really Expect?

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Channel Failure: How to Avoid the Hidden Dangers of Omnichannel

Webinar – Watch Now!

Many contact center leaders know that they’re entering a post-voice era, but few are certain...


TOOL KIT: Designing the Modern Customer Experience

Customer Experience


16 Hacks to Help You Better Manage Your...

Watch Now!


Ready, Set, Social: A Tool to Hit Fast...

Customer Experience

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
More Polls
Clients We've Worked With