ICMI supports a diverse scope of organizations in an array of industries and geographies. We have supported contact centers with 10 agents; we have supported contact centers with 10,000 agents; we have partnered with clients around the globe. If there are customer experiences to be enhanced, and business results to focus on and improve, ICMI can help.
Real World Examples. Really Powerful Results.
Below are detailed examples of how ICMI provided consulting services that yielded tangible, positive results.
Client Success Story: Cutomer Management Operations Standards
Download the Case Study 
Client Success Story: Better Understanding of Agent Attrition & Compensation
Download the Case Study
Client Success Story: Workforce Management & Process Improvements
Download the Case Study
Client Success Story: Loyalty & Technology Improvements
Download the Case Study
Client Success Story: Performance Management & Employee Engagement
Download the Case Study
ICMI Consulting Client Testimonials
I have had the opportunity to work with ICMI over the last 12 years. The consultants are knowledgeable with real industry experience. I find ICMI very flexible and willing to work with a company to meet their overall strategy; while increasing call center knowledge and best practices in the organization. I see ICMI as an unbiased partner helping ADP provide exceptional service.
Dan Hammelman, Vice President, ADP Inc. National Accounts Service Center
ICMI helped prove our staffing requirements to our senior management team and got us the budget we needed. They provided a service far beyond the metrics, and produced such positive, successful results that we know our customers and our employees will be very happy!
Mary Beth Harbin, Vice President, BankPlus
The ICMI team of consultants came to our facility to assist in the development of our frontline leaders. Their process of interviews, role-plays and coaching worked extremely well. It 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 the organization’s performance.
Natalie Moyer-Gaunce, Operations Manager, Humana
In less than a week, ICMI helped us to start solving our call center challenges. Unlike other consultants we’ve worked with, ICMI gave us practical, affordable, actionable recommendations along with a simple implementation plan. Within a few weeks, our efficiency improved, staff morale improved and, most importantly, our customer satisfaction improved. I’d recommend ICMI Consulting without hesitation.
Aaron Shipper, President, Mayflower National Life Insurance
After participating in ICMI’s Complimentary Quality Self-Assessment Scorecard, I noticed our Quality Assurance program was performing well overall, but there were a few specific areas where we could improve. I reached out to ICMI to ask how we might enhance our QA program; ICMI came in and worked with our Navy Federal team to optimize many areas of our QA program, and offered a number of valuable recommendations. I’d recommend ICMI to any company looking to take their call center the next level.
Kathryn L. Fish, Manager, Resolution & Quality, Navy Federal Credit Union
Below is a short list of ICMI clients of whom we have worked with.
