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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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The Benefits of Messaging in a Contact Center Environment

Technology

A new window pops up on an agent’s screen saying “Extra pillows would be great”....

Can You Train Contact Center Agents in Empathy?

Engaging the Elephant in Training

Learning & Development

Ways to Show Customers You Care

Customer Experience

ICMI Forums

More

Risk vs. Reward of Reducing SLA Goals

SeaHawkins

I'd be interested in knowing your current SLA, and why do you want to decrease...

3

Contact Center Staff Meetings

jrobbins, 3 answers
1

How to Show Love To Your Customers

jrobbins, 1 answer
2

Outsourcing Pricing Model

SeaHawkins, 2 answers
17

Call Center Mission Statement Examples

talkagent, 17 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

ICMI Book Club Discussion:
The Culture Engine

Webinar – Watch Now!

As a customer service leader, you’re more aware than ever of how important culture is...

Whitepaper

TOOL KIT: Quality Management in the Contact Center

People Management

Webinar

Best Practices for Blending Automation & Agent-Assisted Service...

Watch Now!

Whitepaper

Best Practices Guide to Creating A More Effective...

Technology
QuickPoll

Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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