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

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15 Quotes to Inspire Customer Service Excellence

Learning & Development

ICMI's goal for Contact Center Demo and Conference is to empower customer service excellence. To...

What the 10 Hour Zappos Call Teaches Us About Contact Center Metrics

Metrics

How to Measure and Communicate Contact Center ROI

Metrics

What Works in Training: Repetition

Learning & Development

ICMI Forums

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Empowering Customer Service Excellence

ens0204

Hi, #ICMIchat friends! I'm excited to be your host today. This chat was inspired by...

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Strategic Impact Metrics

jrobbins, 1 answer
2

% of Revenue Question

Brad Cleveland, 2 answers
1

Contact Center Accessibility

ens0204, 1 answer
1

Measuring & Improving Customer Satisfaction

ens0204, 1 answer

Contact Center Training & Events

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Webinars & Whitepapers

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7 Metrics You Can’t Afford To Ignore in 2017

Webinar – Sep 22 – Register Now!

Contact centers are under pressure to measure anything and everything that they can when it...

Whitepaper

Ready, Set, Social: A Tool to Hit Fast...

Multichannel Contact Center

Webinar

From Zero to Hero: How to Build Award-Winning...

Watch Now!

Whitepaper

Tips for Effectively Managing a Highly Volatile Contact...

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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