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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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CES Takeways: Support Plays Crucial Role in Innovation

Technology

With 150,000 visitors and 3,500 vendors, CES 2015 in Las Vegas was the usual veritable...

Interviewing In Today's Contact Center

Hiring

In Dog We Trust

Learning & Development

#ICMIchat Recap: Onboarding in the Contact Center

Hiring

QueueTips Q&A Forum

More QueueTips

Threshold goal for queue or agent?

Janelle Hockenbrocht

When a threshold is set, does the clock start ticking once the call hits the...

1

Supervisor team change?

Sharon Rohrbach, 1 answer
2

QA Calibration?

Alejandra Moreno, 2 answers
1

Time to enter KPI?

Matthew Cowell, 1 answer
0

What is most effective for agent coaching?

jeanette marco

Webinars & Whitepapers

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2015 ICMI Contact Center Research Findings: Own the Moments

Webinar – Feb 26 – Register Now!

The customer journey is defined by moments, and brands are often defined by how they...

Whitepaper

Cloud Cover for the Call Center: Meeting Demands...

Technology

Webinar

Focus on the Customer: Creating Great Experiences in...

Feb 12 – Register Now!

Whitepaper

Driving Agent Attrition Whitepaper

Learning & Development

Video

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QuickPoll

When hiring a new contact center agent, which do you feel is most important?

Skill
Attitude
Both are equally important
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