Download BrochureAbout ICMI

For nearly 30 years, ICMI has been in the business of improving contact centers. Whether it be your people, your processes or your strategy, we want to partner with you to take your customer service to the next level.

Also known as the International Customer Management Institute (ICMI), we are the leading global provider of performance improvement resources for customer management professionals – from frontline agents to executives. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries improve customer experiences and increase efficiencies at every level of the contact center. Through training, events, consulting, and informational resources, ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center. Visit icmi.com to learn more about one of the most established and respected organizations in the call center industry.

As an organization serving contact centers globally, we have dedicated offices in Colorado in the US, London and Tokyo. Our London office brings the Europe region specialized events and services including: Customer Contact Expo, the European Call Centre & Customer Service Awards, Top 50 Companies for Customer Service – a mystery shopping benchmarking program – and the leading UK contact center site: callcentre.co.uk. Our Tokyo office brings the following events and services to Japan: Call Center CRM Demo & Conference (Tokyo & Osaka), ICMI Training and icmi.jp.

Come join our active community and find out how ICMI can add value to your contact center and more importantly, your customer.

ICMI is a part of UBM. UBM plc is a global events-led marketing services and communications company. We help businesses do business, bringing the world’s buyers and sellers together at events and online, as well as producing and distributing news and specialist content. Our 5,500 staff in more than 30 countries are organised into expert teams which serve commercial and professional communities, helping them to do business and their markets to work effectively and efficiently.

For more information, go to http://www.ubm.com; follow us on Twitter at @UBM_plc to get the latest UBM corporate news; follow@UBM for news and updates from across the businesses and selected members of UBM's Twitterati.


The Solutions We Provide

UBM plc is a global events-led marketing services and communications company. We help businesses do business, bringing the world’s buyers and sellers together at events and online, as well as producing and distributing news and specialist content. Our 5,500 staff in more than 30 countries are organised into expert teams which serve commercial and professional communities, helping them to do business and their markets to work effectively and efficiently.

For more information, go to http://www.ubm.com; follow us on Twitter at @UBM_plc to get the latest UBM corporate news; follow@UBM for news and updates from across the businesses and selected members of UBM's Twitterati.

Resources

Relevant and independent industry news, interactive forums, research, books, webinars and dynamic customer management content.

Events

Industry-leading gatherings that include timely, practical conference sessions, exhibits featuring the latest technologies and numerous opportunities for peer interaction and networking.

Training

Highly interactive training focused on strategic value, operations management, people management, and technology.

Certification

ICMI Professional Certification and ICMI Site Certification promote mastery-level leadership and best-in-class operations that deliver results for their organizations.

Consulting

Proven industry expertise applied to a contact center’s unique environment through solutions that make sustainable improvements to customer experiences and business results.



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To Learn More and Contact Us

We encourage you to explore our website or contact us today to speak with an ICMI customer service representative at 800.672.6177


ICMI Training Client Testimonials

Thought leadership on customer service!

Tim Johnson, Director Customer Service and Support, Bandag Inc.

The ICMI team gave us the foundation for continuing development of our frontline leadership. I would highly recommend this process for organizations that are willing to invest in their leadership to enhance an organization’s performance.

Natalie Moyer-Gaunce, Operations Manager, Humana


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