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Customer Management Operation Standards Program

ICMI Unveils the Customer Management Operation Standards Program, Provides a Results-Driven Framework for Advancing a Contact Center’s Overall Performance

Colorado Springs, CO, June 24, 2010 – Today at the ACCE Conference & Expo, the annual global gathering for the contact center community, the International Customer Management Institute (ICMI) unveiled the Customer Management Operation Standards (CMOS) Program, a comprehensive management approach that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems that deliver sustained contact center efficiency and effectiveness. The Program provides a results-driven framework for advancing a contact center’s overall performance.

The CMOS program represents the global landmark requirement for exceptional customer experiences, service quality and operational efficiency, with a focus on meeting core business objectives, including: improving the financial performance of the contact center; building and maintaining customer loyalty and lifetime customer value; standardizing processes and best practice collaboration; increasing employee engagement and satisfaction; and improving business intelligence and analytics.

The program is comprised of a four-step process:

Phase I: ICMI CMOS Assessment: A comprehensive qualitative and quantitative analysis and improvements roadmap
Phase II: ICMI CMOS Improvements: Offers prescriptive, expert guidance toward realizing industry-leading customer management effectiveness
Phase III: ICMI CMOS Audit: Delivers the final tune-up on the path to ICMI Certification
Phase IV: ICMI CMOS Certification: Represents the mark of customer management excellence

Organizations are guided through each phase of the process by a team of ICMI experts. The program provides comprehensive resources designed for all levels of personnel and are customized for each business industry and adoption level. For any organization that does not meet the requirements, or that needs additional assistance with implementing the recommended solutions, additional support from ICMI is available.

ICMI’s CMOS Committee consists of providers and operators in the contact center industry. Members are selected to join the committee based on their credentials and experience in order to establish and revise the standards. Committee members are committed to customer service and contact center management, improving the operating performance and cooperate in the frontline of the industry development.

“At ICMI, we recognize the need for a global, standardized approach to customer service excellence. Through our knowledge base, experience and position in the contact center industry, we are pleased to offer the CMOS program to vendors and providers. Our low cost, time efficient program delivers both near- and long-term results for customer’s contact centers,” said Macklin Martin, Executive Director, ICMI. “One company who implemented contact center standards and framework benefited from such significant cost savings they were able to reinvest 35 percent of their expenditures into other areas of the business. We look forward to working closely with our clients on this program to help them to advance their contact center’s performance, as well as their expenditures.”

For additional information on the CMOS Program, visit or contact an ICMI account manager at or 800.672.6177.

About ICMI
The International Customer Management Institute (ICMI), celebrating its 25th anniversary in 2010, is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: Training and Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry. ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. Operating across the globe, its events, training, publications, awards programs and websites offer professionals in Interiors, Security, Venues, Customer Management, Safety & Health and Facilities the ultimate experience in learning, networking, and business development.


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
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