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


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Can Technology Mitigate Human Error and Improve Call Center Accuracy?


Think of your call center like a piano concert—there are three things necessary to create...

10 Customer Expectations You Can't Afford to Ignore

Customer Experience

What Works in Training: Chunking

Learning & Development

How to Make the Most of Your Knowledge Base

Learning & Development

ICMI Forums


5/31 Questions: What Really Works in Training


Hey guys! Hope you all had a great Memorial Day Weekend. Please join us today...


Chat Efficiency Gains

Brad Cleveland, 2 answers

Recap: #CustServ Pet Peeves

ens0204, 1 answer

5/24 Questions: #CustServ Pet Peeves

ens0204, 1 answer

Customer Access Strategy

twalton, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

Improve Your Agent’s Performance in 983 Simple Steps

Webinar – Jun 23 – Register Now!

It’s absurd to expect anyone to follow a 983-step process, but that’s exactly how it...


Multichannel Forecasting & Scheduling

Multichannel Contact Center


Mastering Multilingual Support in the Contact Center

Watch Now!


Driving Customer Loyalty in the Contact Center

Customer Experience

If your center contact supports Spanish & English customers using bilingual reps, have you noticed a correlation between language and AHT?

No, English and Spanish AHT are the same
Spanish AHT is longer
Spanish AHT is shorter
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Clients We've Worked With