ICMI | Call Center Training, Events, Certification, Resources, and Consulting
Empowering contact center excellence for 30 years!
Contact Center Insider
ICMI's Weekly Newsletter
Sign Up

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


More Articles

Can You Train Contact Center Agents in Empathy?

We already know most people hate calling tech support and even in basic customer service...

Ways to Show Customers You Care

Customer Experience

How to Develop a Customer Service Vision

Culture & Morale

Announcing the Next ICMI Book Club Selection

Learning & Development

ICMI Forums


Contact Center Staff Meetings


Hi Marla, Based on your description of things, it sounds like you're understaffed and, if...


How to Show Love To Your Customers

jrobbins, 1 answer

Outsourcing Pricing Model

SeaHawkins, 2 answers

Call Center Mission Statement Examples

talkagent, 17 answers

Call Center Management Structure

talkagent, 11 answers

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

ICMI Book Club Discussion:
The Culture Engine

Webinar – Watch Now!

As a customer service leader, you’re more aware than ever of how important culture is...


TOOL KIT: Quality Management in the Contact Center

People Management


Best Practices for Blending Automation & Agent-Assisted Service...

Watch Now!


Best Practices Guide to Creating A More Effective...


Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
More Polls
Clients We've Worked With