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


More Articles

Ways to Show Customers You Care

Customer Experience

Rose are red. Violets are blue. We love our customers, how about you? In honor...

Announcing the Next ICMI Book Club Selection

Learning & Development

The Truth, The Whole Truth...

Customer Experience

6 (un)Romantic Ways to Love Customers

Customer Experience

ICMI Forums


Contact Center Staff Meetings


Hi Marla, Based on your description of things, it sounds like you're understaffed and, if...


How to Show Love To Your Customers

jrobbins, 1 answer

Outsourcing Pricing Model

SeaHawkins, 2 answers

Call Center Mission Statement Examples

talkagent, 17 answers

Call Center Management Structure

talkagent, 11 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...


TOOL KIT: Quality Management in the Contact Center

People Management


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

Watch Now!


Best Practices Guide to Creating A More Effective...


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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