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


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How to Build Call Scoring Evaluation Forms

Learning & Development

We are all familiar with Newton's third law: For every action, there is an equal...

To Team or Not to Team? That is the Question

People Management

What's the State of Work-at-Home Customer Care in 2017?

Workforce Management

5 Practical Actions to Improve Customer Satisfaction


ICMI Forums


Recommendation for SMS / Texting companies to use?


Try EuropSMS, they offer 120 free SMS and they have launched a new service: [url=http://europsms.com/sms-landing]sms...


Call Center Management Structure

sharon.frisby, 13 answers

Developing KPIs for RTAs

Joe Long, 1 answer

Collecting and Acting on VOC Data

ericamarois, 1 answer

Going multi-channel. Advice?

Sammy Evers, 3 answers

Contact Center Training & Events

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Webinars & Whitepapers

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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...


TOOL KIT: Quality Management in the Contact Center

People Management


Practical Ways to Improve Customer Satisfaction Scores

Mar 30 – Register Now!


Best Practices Guide to Creating A More Effective...


On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
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