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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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Personalized Service at UPMC Health Plan

Customer Experience

“I spoke to Kierra. She was so nice and this is the best I've ever...

How to Build Call Scoring Evaluation Forms

Learning & Development

How to Collect and Respond to VOC Data

Customer Experience

To Team or Not to Team? That is the Question

People Management

ICMI Forums

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Collecting & Acting on Employee Engagement Data

ericamarois

Hi, friends! Last week we brainstormed ways to collect voice of the customer feedback. Today,...

6

Recommendation for SMS / Texting companies to use?

lafede016, 6 answers
13

Call Center Management Structure

sharon.frisby, 13 answers
1

Developing KPIs for RTAs

Joe Long, 1 answer
1

Collecting and Acting on VOC Data

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

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

TREND REPORT: A Practical Approach to Implementing Conversational...

Multichannel Contact Center

Webinar

Practical Ways to Improve Customer Satisfaction Scores

Mar 30 – Register Now!

Whitepaper

TOOL KIT: Quality Management in the Contact Center

People Management
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