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


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5 Keys to Effective Customer Journey Maps

Customer Experience

As companies compete for market leadership position, it is quite easy for them to focus...

#ICMIchat Recap: Mapping the Customer Journey

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3 Ways to Find Valuable Customer Experience Insights

Customer Experience

Improving Profitability Through a Better Customer Experience

Customer Experience

QueueTips Q&A Forum

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Domestic Dialer IVRS Services with ACD features


[color=rgb(31, 35, 39)][font=Arial, Helvetica, sans-serif]Hi,[/font][/color] [color=rgb(31, 35, 39)][font=Arial, Helvetica, sans-serif]Hi, For more further details about...


Domestic And International Call Center Dialer Solu

Click2Dialer, 1 answer

Domestic Call Center Dialer Solution And Services

Click2Dialer, 1 answer

Forecast to Actual or Actual to Forecast

codyjaniga-stoll, 1 answer

Domestic soft dialer for outbound

Click2Dialer, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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5 Facts Contact Centers Don’t Know About Customers

Webinar – Oct 15 – Register Now!

Leading a contact center is more complex than it’s ever been. Traditional methodologies, metrics, and...


CUSTOMER DELIGHT: Reducing Effort >>> Increasing Engagement



How to Harness the Power of Chat in...

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Best Practices for Delivering a Seamless Omnichannel Customer...

Customer Experience

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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