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


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Get Up to Speed on Bots in Customer Service


Preparing to use bots in your customer care organization? Confused about what a bot is...

Engaging the Elephant in Training

Learning & Development

Ways to Show Customers You Care

Customer Experience

How to Develop a Customer Service Vision

Culture & Morale

ICMI Forums


Risk vs. Reward of Reducing SLA Goals


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


Contact Center Staff Meetings

jrobbins, 3 answers

How to Show Love To Your Customers

jrobbins, 1 answer

Outsourcing Pricing Model

SeaHawkins, 2 answers

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...


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...

Strategy & Planning

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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Clients We've Worked With