ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

3 Tips to Improve Contact Center Reporting


“My goal is that our reporting is concise, honest, accurate, and actionable.” – Reporting Coordinator,...

4 Best Practices to Implement a Quality Monitoring Program that Counts

Learning & Development

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Workforce Management

The Pros and Cons of Upward Mobility in the Contact Center

Learning & Development

ICMI Forums


7/26 Questions: Metrics Mistakes


Hi guys! Neal Topf is back in the hosting seat today. Hope you'll join us!...


7/19 Questions: Efficiency Metrics

ens0204, 1 answer

7/5: What Metrics Matter Most?

arsh_1011, 2 answers

Outsourcing Pricing Model

jeffery, 1 answer

7/12: Quality Metrics

ens0204, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

From Zero to Hero: How to Build Award-Winning Social Customer Care from the Ground Up

Webinar – Watch Now!

Your customers are talking to you on social media. Are you listening? Responding? According to...


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

Multichannel Contact Center


Improve Your Agent’s Performance in 983 Simple Steps

Watch Now!


Tips for Effectively Managing a Highly Volatile Contact...

Multichannel Contact Center

If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?

Productivity decreases
Quality decreases
Productivity and quality decrease
No impact on quality or productivity
More Polls
Clients We've Worked With