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


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The Lost Art of Asking Questions is Priceless

Customer Experience

Proper questioning and inquisition has become a lost art in modern society. For many, it...

Social Care for All

Social Media

What Surprised Me Most About ICMI's Contact Center Expo and Conference

Learning & Development

#ICMIchat Recap: Determining Which Channels to Use for Social Customer Service

Social Media

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...


Supervisor team change?

Sharon Rohrbach, 1 answer

QA Calibration?

Alejandra Moreno, 2 answers

Time to enter KPI?

Matthew Cowell, 1 answer

What is most effective for agent coaching?

jeanette marco

Contact Center Training & Events

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Webinars & Whitepapers

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The State of Mobile Customer Engagement: Tips to Help You Gain Success

Webinar – Jun 4 – Register Now!

As mobile devices take a greater precedence in our lives and those of our customers,...


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



The Top 3 Tips to Becoming a Profit...

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Driving Agent Attrition Whitepaper

Site Operations

Which of the following best describes the mood in your contact center?

Every man for himself
Teamwork makes the dream work
Some days are stressful, but we have fun
Most people do the minimum to get their paycheck
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