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

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Metrics for Training

Metrics

In my 18 year career of managing the training function in contact centers, I have...

Tuesday Training Tip: Tips for Successful Calibration

Learning & Development

The Shocking Truth About Children's Literacy (And What You Can Do to Help)

Learning & Development

Building the Customer Relationship: Metrics that Matter

Metrics

ICMI Forums

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How to Develop Customer-Centric Employees

ericamarois

Hi, friends! Tomorrow's #ICMIchat topic is How to Develop Customer-Centric Employees. To help you prepare,...

1

Want to get your agents obsessed with service?

ericamarois, 1 answer
1

Ways to Optimize Your Contact Center

ericamarois, 1 answer
1

Provider Service Call Center: Industry Standards

pbonaccorsi, 1 answer
1

Where do you find workplace inspiration?

ericamarois, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting

Webinar – May 11 – Register Now!

According to ICMI’s latest research, an overwhelming majority of contact center leaders find that providing...

Whitepaper

TIP SHEET: 10 Strategies to Build a Future-Forward...

Strategy & Planning

Webinar

ICMI Book Club Discussion:
How to Add Sparkle...

Watch Now!

Whitepaper

TREND REPORT: A Practical Approach to Implementing Conversational...

Multichannel Contact Center
QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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