Empowering contact center excellence for 30 years!

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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 comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries 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, optimize your operations and improve your customer service.

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, a global events-led marketing services and communications company. UBM helps 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 5,000 staff in more than 30 countries are organized into expert teams which serve commercial and professional communities, helping them to do business and their markets to work effectively and efficiently.

The Solutions We Provide


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


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


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


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

Kinds words from our clients.

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

ICMI met with us before training to understand our company’s objectives and desired outcomes. After the training, we are seeing our managers apply this knowledge through different thinking and applications. I would recommend Essential Skills and Knowledge for Effective Contact Center Management to any company that needs a refresher or better understanding of capacity planning.

Bryan Cich, Director, Learning & Development, LexisNexis

ICMI (International Customer Management Institute) empowers companies to provide the best customer experience through call center training, certification, events, consulting and resources.
121 South Tejon Street, Suite 1100
Colorado Springs
United States

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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