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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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Map Your Customer Journey for Illuminating Insights

Customer Experience

Are you losing customers? It’s a tough question, and one no brand really wants to...

One thing you should do today

Culture & Morale

#ICMIchat Recap: Going Remote in the #cctr

Culture & Morale

Working with Remote Employees

Culture & Morale

QueueTips Q&A Forum

More QueueTips

Threshold goal for queue or agent?

Janelle Hockenbrocht

When a threshold is set, does the clock start ticking once the call hits the...

1

Supervisor team change?

Sharon Rohrbach, 1 answer
2

QA Calibration?

Alejandra Moreno, 2 answers
1

Time to enter KPI?

Matthew Cowell, 1 answer
0

What is most effective for agent coaching?

jeanette marco

Webinars & Whitepapers

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Improve Workforce Efficiency Across Business Processes

Webinar – Nov 13 – Register Now!

When it comes to managing and meeting customer expectations, many organizations understand the core metrics...

Whitepaper

Cloud Cover for the Call Center: Meeting Demands...

Technology

Webinar

Empower Every Agent to Be Your Best Agent

Watch Now!

Whitepaper

Driving Agent Attrition Whitepaper

Site Operations

Video

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QuickPoll

Does your contact center celebrate Customer Service Week?

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Clients We've Worked With