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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 Collect and Respond to VOC Data

Customer Experience

Data, data, data. There's no shortage of reporting in the contact center, but what's the...

What's the State of Work-at-Home Customer Care in 2017?

Workforce Management

5 Practical Actions to Improve Customer Satisfaction

Metrics

What Do Customers Really Think About Long Wait Times?

Customer Experience

ICMI Forums

More

Call Center Management Structure

sharon.frisby

Hi Luanne, We have 44 agents, 1 Assistant Manager, 2 Team Leads, 1 Trainer and...

1

Developing KPIs for RTAs

Joe Long, 1 answer
1

Collecting and Acting on VOC Data

ericamarois, 1 answer
3

Going multi-channel. Advice?

Sammy Evers, 3 answers
3

Risk vs. Reward of Reducing SLA Goals

amber.krueger, 3 answers

Contact Center Training & Events

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Webinars & Whitepapers

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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

TOOL KIT: Quality Management in the Contact Center

People Management

Webinar

Practical Ways to Improve Customer Satisfaction Scores

Mar 30 – Register Now!

Whitepaper

Best Practices Guide to Creating A More Effective...

Technology
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