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


More Articles

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


Collecting & Acting on Employee Engagement Data


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


Recommendation for SMS / Texting companies to use?

lafede016, 6 answers

Call Center Management Structure

sharon.frisby, 13 answers

Developing KPIs for RTAs

Joe Long, 1 answer

Collecting and Acting on VOC Data

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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...


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

Multichannel Contact Center


Practical Ways to Improve Customer Satisfaction Scores

Mar 30 – Register Now!


TOOL KIT: Quality Management in the Contact Center

People Management

On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
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Clients We've Worked With