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


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Thinking 'Bout Them Generations

People Management

One of the hottest topics in organizations around the world is how the latest generations...

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Workforce Management

How to Capture and Respond to the Voice of the Customer

Customer Experience

Growing Your Contact Center Culture

Culture & Morale

ICMI Forums


6/28: Bridging the Workplace Generational Gap


Hi Everyone! I'll be hosting our final #ICMIchat for the month of June and I'm...


Need Help! Planning for growth

se.deluc, 7 answers

6/21 Questions: Capturing Voice of the Customer

ens0204, 1 answer

PTO Allottment

Brad Cleveland, 3 answers

Adjusting break times

Guest, 3 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

From Zero to Hero: How to Build Award-Winning Social Customer Care from the Ground Up

Webinar – Jul 14 – Register Now!

Your customers are talking to you on social media. Are you listening? Responding? According to...


TREND REPORT: Improving Employee Engagement in the Contact...

All About Agents


Improve Your Agent’s Performance in 983 Simple Steps

Watch Now!


Tips for Effectively Managing a Highly Volatile Contact...

Multichannel Contact Center

If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?

Productivity decreases
Quality decreases
Productivity and quality decrease
No impact on quality or productivity
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Clients We've Worked With