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


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15 Quotes to Inspire Customer Service Excellence

Learning & Development

ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To...

What the 10 Hour Zappos Call Teaches Us About Contact Center Metrics


How to Measure and Communicate Contact Center ROI


What Works in Training: Repetition

Learning & Development

ICMI Forums


Empowering Customer Service Excellence


Hi, #ICMIchat friends! I'm excited to be your host today. This chat was inspired by...


Strategic Impact Metrics

jrobbins, 1 answer

% of Revenue Question

Brad Cleveland, 2 answers

Contact Center Accessibility

ens0204, 1 answer

Measuring & Improving Customer Satisfaction

ens0204, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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7 Metrics You Can’t Afford To Ignore in 2017

Webinar – Sep 22 – Register Now!

Contact centers are under pressure to measure anything and everything that they can when it...


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

Multichannel Contact Center


From Zero to Hero: How to Build Award-Winning...

Watch Now!


Tips for Effectively Managing a Highly Volatile Contact...


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
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