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

Articles

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6 Simple Rules for Optimizing Your Contact Center

Learning & Development

Contact Center Expo & Conference is just one month away, and we want to help...

Want to Get Your Agents Obsessed with Service?

Culture & Morale

Tuesday Training Tip: Calibration Ground Rules

Learning & Development

What IS Customer Advocacy?

Customer Experience

ICMI Forums

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Want to get your agents obsessed with service?

ericamarois

Join us for a live ICMI Book Club discussion with Jeff Toister! Details here: http://ubm.io/2oV5lN4

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
18

Call Center Mission Statement Examples

rapsodysolutions, 18 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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

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

Multichannel Contact Center

Webinar

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

Watch Now!

Whitepaper

TOOL KIT: Quality Management in the Contact Center

People Management
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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Clients We've Worked With