Press Room
Empowering contact center excellence for 30 years!

Press Room

ICMI invites members of the media and analyst community to receive complimentary access to resources on the ICMI website such as:

  • Reports
  • Books
  • White Papers & Webinars 
  • Forum

To receive press access to these resources, please contact:

Eric Rutter

Group Marketing Director
ICMI and HDI

erutter@icmi.com

2016 Press Releases

ICMI 2016 Research: OmniLingual Strategies to Support Growing Language Diversity
May 9, 2016

2015 Press Releases

ICMI 2016 Global Contact Center Awards Now Accepting Entries
November 10, 2015

ICMI Online Training Pass More Than 30 Online Courses
November 4, 2015

ICMI and Five9 Release New eBook on Metrics
October 22, 2015

7 Lies We Tell Customers: Justin Robbins of ICMI to Detail at Dreamforce 2015
September 9, 2015

ICMI Contact Center Demo & Conference Featured Keynotes Announced
July 6, 2015

ICMI Releases Robust Program for 2015 Contact Center Demo & Conference in Las Vegas
June 11, 2015

2015 ICMI Contact Center Expo & Conference Wraps After Record Breaking Show
May 7, 2015

ICMI Announces 2015 Global Contact Center Award Winners
May 6, 2015

J.D. Power and the International Customer Management Institute (ICMI) Announce Strategic Alliance
April 28, 2015

More Than 20 Exhibitors to Make Announcements for ICMI’s Contact Center Expo & Conference
April 27, 2015

Four Additional Keynotes Added to ICMI's 2015 Contact Center Expo and Conference Program
April 26, 2015

ICMI's 2015 Contact Center Expo and Conference to Offer Hands-On Professional Development Workshops and Trainings
April 9, 2015

Las Vegas Keynotes and Site Tours Announced for ICMI Contact Center Demo & Conference in October
April 2, 2015

ICMI 2015 Contact Center Expo and Conference to Feature Case Studies from Time Warner Cable, JetBlue Airways and Bank of America
March 26, 2015

ICMI and LiveOps Research Shows Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
March 24, 2015

ICMI Rolls Out New Content for 2015 Contact Center Expo and Conference
March 18, 2015

ICMI Announces Finalists of the 2015 Global Contact Center Awards
March 11, 2015

ICMI Now Accepting Papers for Contact Center Demo & Conference in October
February 17, 2015

ICMI Releases Research Report: How to Create a Flawless Call Center Customer Experience
February 4, 2015

ICMI to Train the Fundamentals of Contact Center Management
January 27, 2015

ICMI Announces Comprehensive New Program for the 2015 Contact Center Expo and Conference
January 20, 2015

ICMI’s Contact Center Training Symposiums: Send the Whole Team and Save 25%
January 6, 2015

2014 Press Releases

ICMI Announces Call Center Site Tours for Contact Center Symposium Event in San Diego
December 15, 2014

ICMI’s Renowned Contact Center Training Symposiums Return in 2015 with Robust Course Offerings
December 4, 2014

Customer Service Companies Invited to Apply for the ICMI Global Awards
November 20, 2014

Over 1,000 Contact Center Professionals Attend 2014 ICMI Contact Center Demo & Conference in Chicago
November 6, 2014

Early Bird Pricing for ICMI Contact Center Demo & Conference Ends Friday
September 15, 2014

Brad Cleveland, Lori Bocklund & Jeff Toister Headline at ICMI Contact Center Demo & Conference 2014
August 25, 2014

2014 ICMI RESEARCH RELEASED: Best Practices Guide to Workforce Optimization in Today’s Contact Center
August 19, 2014

Groundbreaking Case Studies at ICMI Contact Center Demo & Conference
August 6, 2014

Foundational Call Center Management Training at the ICMI Training Symposium Grows in Popularity
August 4, 2014

ICMI Announces the Promotion of Justin Robbins as Senior Analyst
July 23, 2014

Interactive Site Tours at ICMI Contact Center Demo & Conference 2014 Soar in Popularity
July 22, 2014

Chip Bell and Kirk Weisler to Keynote at ICMI Contact Center Demo & Conference in Chicago
June 25, 2014

Full Program for ICMI Contact Center Demo & Conference Announced
June 16, 2014

ICMI Contact Center Expo & Conference 2014 Leads the Industry with Record-Breaking Attendance and a Sold Out Exhibit Floor
April 7, 2014

ICMI’s Contact Center Expo & Conference - What’s New for 2014
March 5, 2014

ICMI Contact Center Expo & Conference Embraces Industry Awards and Padres Baseball
February 17, 2014

Free Mobile App for Contact Center Expo & Conference 2014 Released
February 13, 2014

Full Program for ICMI Contact Center Expo & Conference Announced
January 15, 2014

ICMI Research Released Customer Experience Management
January 13, 2014

2013 Press Releases

ICMI Research The Multichannel Agent
December 19, 2013

2013 ICMI Research Actionable Data in Today's Multichannel Contact-Center
December 19, 2013

Execs in the Know partners with ICMI to introduce new training offering to the Customer Response Summit Series
December 6, 2013

Matt Dixon and Bill Rancic Announced as Keynote Speakers at ICMI Contact Center Expo & Conference
November 20, 2013

2014 Global Contact Center Awards Entry Open
November 20, 2013

ICMI Certifies CGS Administrators LLC (CGS) via its Contact Center Site Assessment Program
November 18, 2013

ICMI Announces Dates, Locations, and Schedule for 2014 Training Symposiums
October 3, 2013

Call Center Demo & Conference Offers Behind the Scenes Peek at Select Atlanta Contact Centers
August 27, 2013

ICMI to Launch New Courses at Upcoming Training Symposium in San Diego
August 8, 2013

Customer Service Expert Jeff Toister to Speak at Call Center Demo & Conference
August 7, 2013

Call Center Demo to Advise Contact Centers on Overcoming Multichannel Challenges
July 31, 2013

Top Industry Leaders Advise Contact Centers on how to realize ROI from Speech and Text Analytics
July 19, 2013

Call Center Demo will answer the question "How do you motivate your agents?"
July 12, 2013

Call Center Experts, Customers, and Luminaries Featured at Call Center Demo & Conference in Atlanta, October 21-23
June 24, 2013

ICMI Attracts 1,200+ Contact Center Professionals to ACCE 2013 Conference & Expo in Seattle
May 16, 2013

ICMI Announces 2013 Global Call Center Award Winners
May 15, 2013

ICMI Launches E-Learning Solution for Call Center Certification Training
May 14, 2013

ICMI Announces 2013 Global Call Center of the Year Awards Finalists
April 24, 2013

ICMI to Launch New Courses at Upcoming Training Symposium
April 16, 2013

ICMI Announces Sponsors, Exhibitors for ACCE 2013
April 2, 2013

ACCE 2013 Site Tour Line-up Revealed
March 13, 2013

ICMI’s ACCE 2013 Conference & Expo, Largest Global Call Center Industry Gathering Celebrating 10th Anniversary
January 30, 2013

Competitive Advantage Techniques for Small Call Centers to be Revealed in ICMI Webinar
January 25, 2013

2013 Research: Mobile Customer Service Strategy Results Released
January 15, 2013

ICMI Opens Applications and Nominations for the 2013 ICMI Global Call Center Awards
January 7, 2013

2012 Press Releases

The Key To Conquering Call Center Chaos To Be Revealed In ICMI Webinar
September 25, 2012

ICMI Launches Intensive Virtual Training Course for Call Center Supervisors & People Management Professionals
September 25, 2012

ICMI Launches 2012 Community Interest Survey
September 21, 2012

Teleflora’s Contact Center Blooms Through ICMI’s Professional Certification
September 18, 2012

ICMI Announces Global Partnership with Masar Training & Consultancy
September 13, 2012

Call Center Demo & Conference 2012 Site Tour Line-up Revealed
August 28, 2012

ICMI to Offer Full Track of Instruction at Dreamforce 2012
August 23, 2012

ICMI Announces Sarah Stealey As Its New Editor at Large
August 2, 2012

ICMI’s Call Center Demo & Conference celebrates its 10th year of providing top education to the call center community
July 18, 2012

ICMI and CIAC Certification Announce Revival of Customer Service Pace Setter Program
June 12, 2012

The International Customer Management Institute Announces Winners For the 2012 Global Call Center of the Year Awards
May 17, 2012

ICMI Attracts 1,000+ Contact Center Professionals to ACCE 2012 Conference & Expo in Seattle
May 10, 2012

ICMI Announces Brad Cleveland as 2012 Recipient of its Inaugural Lifetime Achievement Award
May 9, 2012

Call Center Management On Fast Forward: Succeeding in a New Era of Customer Relationships
May 9, 2012

ACCE 2012 Announces Record-breaking Number of Event Sponsors and Exhibitors
May 8, 2012

CIAC Certification Offers Industry New Competencies
April 18, 2012

ICMI ACCE 2012 Conference Program Offers Comprehensive Education for Call Center Professionals
March 21, 2012

ICMI ACCE 2012 Conference & Expo, Global Call Center Industry Gathering Poised for Growth on Every Front
February 29, 2012

2011 Press Releases

ACCE 2012 Site Tour Line-up Revealed
December 7, 2011

ICMI Announces the Return of Call Center Demo & Conference
July 12, 2011

ICMI Certifies ADP® via its Customer Management Operations Standards Program
June 23, 2011

ICMI Attracts 800+ Contact Center Professionals to ACCE 2011
June 17, 2011

SimplyCT Offers New Solution to Transform Call Centers
June 15, 2011

ICMI Becomes Exclusive Licensee of CIAC
June 14, 2011

ICMI Wins GSA Contract
April 21, 2011

ICMI’s ACCE Conference & Expo Announces 2011 Keynote Lineup: Dynamic Presenters Deliver Critical Information on Improving Contact Center Performance
March 29, 2011

ICMI Announces ACCE 2011 Video Contest Call for Entries
March 9, 2011

ICMI Executives to Speak at the American Teleservices Association Annual Convention & Expo and Society of Workforce Planning Professionals Conference in March
March 1, 2011

ICMI Announces the ACCE 2011 Conference & Expo to Bring Contact Professionals Together to Better Understand “the Voice of the Customer”
February 23, 2011

Customer Self-Service and Multichannel Contact Center Research Results Released
January 18, 2011

ICMI Announces 2011 Executive Summit In San Diego
January 18, 2011

ICMI 2011 Symposiums Four Locations Announced
January 12, 2011

2010 Press Releases

Nominations Open for 2011 ICMI Global Call Center of the Year
December 1, 2010

ICMI Introduces Revolutionary Predictive Modeling Calculator
October 6, 2010

ICMI Launches a Self-Service Contact Center Study
October 1, 2010

ICMI Announces the 2010 Global Call Center of the Year Award Winners
June 25, 2010

ICMI Unveils the Customer Management Operation Standards Program
June 24, 2010

ICMI Attracts Nearly 800 Contact Center Professionals to ACCE 2010 Conference & Expo in New Orleans
June 24, 2010

ICMI Releases its 2010 ICMI Contact Center Workforce Management Report
June 23, 2010

ICMI Opens Nominations for the 2010 Spirit of Service Award
June 14, 2010

ICMI Unveils ACCE 2010 Video Contest Winners - Theme Focused on Call Center Best Practices
June 3, 2010

ICMI's ACCE Event To Partner With The Beacon Of Hope Resource Center To Restore New Orleans Neighborhoods Impacted By Katrina
May 19, 2010

ICMI Announces the 2010 Global Call Center of the Year Awards Finalists
May 14, 2010

Multiple Training Classes for Contact Center Professionals Come Together at ICMI's Chicago Symposium, July 20-23 in Chicago, IL
May 5, 2010

ICMI ACCE 2010 Conference Program Helps Contact Center Professionals to Improve Center Performance
April 28, 2010

Call Centers Doing Their Part To Make Every Day Earth Day
April 8, 2010

ICMI’s ACCE Conference & Expo Announces 2010 Keynote Lineup: Dynamic Keynote Presenters
March 31, 2010

International Customer Management Institute Launches First Training Course Devoted Exclusively to Managing Contact Center Finances
March 23, 2010

Call Center Workforce Management Practices and Strategies Survey Launced Today by the International Customer Management Institute
March 18, 2010

ICMI Announces San Diego Training Symposium Agenda
March 10, 2010

ICMI Announces the Second Annual ACCE 2010 Video Contest
March 4, 2010

ICMI Announces the ACCE 2010 Conference & Expo, Brings Contact Professionals Together to Improve Contact Center Performance
February 25, 2010

Multiple Training Classes for Contact Center Professionals Come Together at ICMI's San Diego Symposium, April 20-23 in San Diego, CA
January 27, 2010

ICMI Training Comes to Canada Multiple Training Classes for Contact Center Professionals To Be Offered at ICMI's Toronto Symposium, April 27-30 in Toronto, Canada
January 27, 2010

The International Customer Management Institute Opens Nominations For the 2010 Global Call Center of the Year Award
January 20, 2010

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls