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In The News

July 29, 2016
How to Combat the Frustration of Customer Service Phone Calls
By Olivia Sterns | NBC Nightly News with Lester Holt

Some companies make customer service difficult on purpose. Here's what you can do to finally end the runaround of bad service.

July 21, 2016
Is Tech Support getting worse on purpose?
By Tim Hattrick | The Kim Kimando Show

ICMI's Justin Robbins

July 8, 2016
Trusource’s revenue target: $34M in year three
By Christopher Calnan | Austin Business Journal

ICMI's Justin Robbins

July 6, 2016
Bad Tech Support May Be Part of a Plan
By Dale Forbis | KTRH News Radio

Industry expert Justin Robbins with the International Customer Management Institute says the companies may be hoping you'll get frustrated and just buy a new one -- or maybe you'll pay extra for "super-special," expert help.

July 5, 2016
Daily Report: Don’t Feel Bad. Everyone Hates Calling for Tech Help.
By Jim Kerstetter | New York Times Daily Report

As Kate Murphy wrote in the Times, a survey conducted by the industry group International Customer Management Institute, or ICMI, found that “92 percent of customer service managers said their agents could be more effective and 74 percent said their company procedures prevented agents from providing satisfactory experiences.”

July 5, 2016
Art Feuds, Tech 'Support' and Airport Security
By Barry Ritholtz | Bloomberg

Why Tech Support Is (Purposely) Unbearable (New York Times)

July 3, 2016
Why Tech Support Is (Purposely) Unbearable
By Kate Murphy | New York Times

You may consider yourself even-keeled, the kind of person who is unflappable when those around you are losing their cool. But all that goes out the window when you call tech support. Then you fume. Your face turns red. You shout things into the phone that would appall your mother.

July 1, 2016
MOO
By Susan Hash | Contact Center Pipeline

More recently, it was recognized as a world-class
service provider by the International Customer
Management Institute (ICMI) with three 2016
Global Contact Center Awards in the Best
Small Contact Center, Best Chat Support and
Best Use of Technology categories.

June 15, 2016
Your Phone Agents’ Unexpected Self-Service Problem
By Jeff Toister | Customer Think

“The typical customer journey is taking them across multiple channels, and all too frequently captures information in multiple disparate systems. When these customers finally make their way to a phone rep, it’s often a fragmented, complicated mess.”

June 1, 2016
16 Top Customer Experience Takeaways from CRM Evolution
By Tricia Morris | Customer Think

12. “Don’t make assumptions about your customers’ preferences. Ask them; test and revise.” – Justin Robbins, ICMI

May 13, 2016
ICMI Research Finds Contact Centers Lack Language Skills
By Leonard Klie | Smart Customer Service

Research released today by the International Customer Management Institute (ICMI) and Lionbridge Technologies found that most contact centers are not prepared to handle the increase in customer contacts in languages other than English.

May 12, 2016
At Contact Center Expo, Speakers Stress Standing Out
By Leonard Klie | Smart Customer Service

A recent Gallup poll found that when both their customers and employees are engaged, companies see a 240 percent increase in performance-related outcomes, which goes to show that customer service "really matters," said Brad Cleveland, cofounder and senior adviser of the International Customer Management Institute (ICMI), during the opening keynote of the ICMI Contact Center Expo.

May 11, 2016
New Report: Few Contact Centers Adequately Address Omni-Lingual Support
By Paula Bernier | CustomerZone360

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a new report by The International Customer Management Institute and Lionbridge Technologies (News - Alert) Inc.

March 15, 2016
3 Tips for Developing Effective Social Customer Support
By Maureen Szlemp | Smart Customer Service

Developing social customer support strategies isn't just a good idea in today's digital world; it's critical. Research shows 40 percent of consumers use social media for customer support, resulting in higher customer satisfaction and loyalty, according to 61 percent and 58 percent of survey respondents, respectively.

March 11, 2016
Your Customer Experience Is Under Attack
By Justin Robbins | Smart Customer Service

Over the past two years, I've extensively researched the customer experience, contact center agent performance, and the various nuances of customer relationship management. During my search for the enablers and inhibiters of exceptional service, I consistently encountered one common denominator that is negatively affecting all of them with increasing frequency: agent-facing technology. In fact, 2015 research I conducted for ICMI found that 92 percent of contact center leaders believed their agent technology was unable to fully meet agents' needs.

October 23, 2015
ICMI Conference Highlight: ICMI Partners with Five9 on Guide to Contact Center Metrics
By Maria Minsker | Smart Customer Service

Metrics are the lifeblood of every contact center's performance, yet many of them aren't measuring the right performance indicators, the ICMI determined in a recent study. The findings, announced at the ICMI Contact Center Conference earlier this week, revealed that as contact centers evolve to be increasingly multichannel hubs, companies are struggling to maintain consistency across channels and customer touch points.

October 21, 2015
In the Quest to Ensure Quality, Study Shows Contact Centers are Often Measuring the Wrong Metrics
By Paul Desmond | UC Buyer

These are a couple of the upshots of a report from the International Customer Management Institute (ICMI), “Understanding Modern Contact Center Metrics.” The survey is based on responses from more than 450 customer management professionals and was sponsored by Five9, which makes cloud-based contact center software.

October 15, 2015
ICMI Vendor Spotlight: Directly Makes a Splash with On-Demand Customer Service App
By Maria Minsker | Smart Customer Service

At the upcoming ICMI Contact Center Demo and Conference in Las Vegas next week, companies are expected to demonstrate the latest technology in the customer service space. On-demand customer service provider Directly is making its first appearance at the ICMI conference, but the vendor is already drawing attendee attention with its expansion into the B2B arena. The budding company has a number of well-known B2C clients, including Pinterest, Airbnb, and Lyft, but will at the ICMI event introduce a solution for B2B customers as well.

September 28, 2015
Contact Center Leaders Struggle with Metrics, ICMI Survey Finds
By n/a | Smart Customer Service

The research, presented in the Understanding Modern Contact Center Metrics report,highlights the contact center industry's suignificant changes in the past decade due to new channel offerings, shifting business priorities, and underlying technologies. As such, the need for new and effective metrics is critical for organizations to align their strategic goals with contact center KPIs to deliver improved efficiency and customer satisfaction, according to the organization's experts.

September 1, 2015
Inside View: UPMC Health Plan
By Susan Hash | Contact Center Pipeline

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services and providers to ensure that guests feel welcome and comfortable, and that their stay is memorable.

September 1, 2015
Social Customer Care Training Tip
By Susan Hash | Contact Center Pipeline

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from their engagement strategies for other channels, says Elaine Carr, manager of Training & Development at ICMI (International Customer Management Institute).

September 1, 2015
Provide Social Customer Care Agents with Situation Guidelines
By Susan Hash | Contact Center Pipeline

Practical pointer: To give social customer care agents a good understanding of your company’s social media workflow, ICMI’s Training & Development Manager Elaine Carr recommends the following physical activity: Break trainees into small groups. Provide each group with construction paper and yarn, and ask them to construct an interaction flowchart on a classroom wall.

August 11, 2015
Tito Colon Talks About Aetna Insurance’s ICMI Award Winning Multilingual Service
By Loren Moss | Customer Experience Report

Customer Experience Report’s Loren Moss recently spoke with Tito Colón, the senior director and head of multicultural marketing at Aetna to learn about what best practices are leading to their award winning service.

July 29, 2015
Study: Transforming The Contact Center From A Cost-Center Into A Profit-Center
By Loren Moss | Customer Experience Report

Some unenlightened executives may still view the contact center as a “necessary evil,” but in reality, it is key asset of many enterprises—and can become a key revenue generator if used properly, says a new study jointly conducted by the International Customer Management Institute (ICMI) and Zendesk.

June 1, 2015
Staffing an Omnichannel Operation
By Susan Hash | Contact Center Pipeline

We recently conducted a survey with ICMI on agent performance and how it impacts the customer experience (“Agent Apathy: The Root Cause of Poor Customer Service”). We found that the average agent has to access five different applications in order to handle one interaction. As you can imagine, it can take quite a bit of time for most agents just to track down the information that they need to be able to solve an issue.

May 22, 2015
Cloud telephony, omnichannel service main trends at ICMI Expo
By Tim Ehrens | TechTarget

At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.

May 21, 2015
Five9’s Freedom Release Opens a New Chapter in Contact Center Solutions
By Michele Masterson | Smart Customer Service

Whoever wrote the book about contact center software emphasized placing customer needs front and center. Vendors haven’t deviated from the story line even with the addition of the bells and whistles du jour. But Five9 has yelled "plot twist" with the rollout of Freedom, the company's virtual contact center (VCC) product. This time, contact center agents get their due in what Liz Osborn, vice president of product and solution marketing at Five9, calls a huge release.

May 19, 2015
ICMI Contact Center Expo and Conference Summary (Part 4) - See more at: http://blog.crmxchange.com/blog/call-center-and-crm-best-practices#sthash.1z9TA5pJ.dpuf
By Sheri Greenhaus | CRMXchange

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently. Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

May 15, 2015
ICMI Contact Center Expo and Conference Summary (Part 3) - See more at: http://blog.crmxchange.com/blog/call-center-and-crm-best-practices#sthash.mtRNwIDp.dpuf
By Sheri Greenhaus | CRMXchange

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue University and more. In this third installment of our coverage of the event, we spoke with educational innovator Lesson.ly, customer engagement specialist BoldChat and language translation service provider Voiance.

May 14, 2015
For contact centers, cutting costs comes with risks, rewards
By Tim Ehrens | TechTarget

Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils.

May 14, 2015
Is the outsourced contact center dying?
By Tim Ehrens | TechTarget

Outsourcing operations to overseas contact centers, once a popular practice, is receiving pushback from customers and companies alike.

May 14, 2015
Contact center analytics still an afterthought for many
By Tim Ehrens | TechTarget

Analytics tools have been incorporated into various enterprise departments. So why are contact center analytics still considered novel rather than vital?

May 13, 2015
ICMI Contact Center Expo and Conference Summary (Part 2)
By Sheri Greenhaus | CRMXchange

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

May 12, 2015
ICMI Contact Center Expo and Conference Summary (Part 1)
By Sheri Greenhaus | CRMXchange

The 2015 ICMI Contact Center Expo and Conference brought executives, managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

May 8, 2015
Re-cap: 2015 Contact Center Expo & Conference
By Jeff Toister | Customer Think

The 2015 Contact Center Expo and Conference took place in Orlando this week. More than 1,500 contact center professionals from around the world attended for educational growth, networking, and to share best practices.

May 8, 2015
Re-cap: 2015 Contact Center Expo & Conference
By Jeff Toister | Customer Think

The 2015 Contact Center Expo and Conference took place in Orlando this week. More than 1,500 contact center professionals from around the world attended for educational growth, networking, and to share best practices.

May 7, 2015
New Report: Contact Center Leaders Don’t Get Engagement
By Jeff Toister | Customer Think

A new report from ICMI reveals a severe disconnect between this belief and what contact center leaders are actually doing.

May 7, 2015
WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side
By Sheri Greenhaus | CRMXchange

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

May 6, 2015
Contact Center Agents are Brand Ambassadors: ICMI participants
By Ibrahim Malick | Examiner

Justin Robbins, senior analyst for ICMI in an interview today said: "It is unacceptable that most contact center agents do not have the adequate technology. They perform in a complex work environment, navigate through multiple systems and applications and are over-stressed."

May 6, 2015
Experts Say Mobile is the Next Big Thing for Contact Centers
By Ibrahim Malick | Examiner

There seems to be a consensus at the International Customer Management Institute, ICMI expo and conference in Orlando this week that out of all the changes in the market, explosive growth of mobile offers the greatest opportunity.

May 6, 2015
Is Customer Experience Hindered by Stressed Out Contact Center Agents?
By Jim Tierney | Loyalty360

According to a new report, “Agent Apathy: The Root Cause of Poor Customer Service,” 87% of contact center leaders acknowledged that agents experience a moderate to high level of stress during the workday.

April 30, 2015
Report: Companies May be Holding Back Front Line Customer Service
By Casey Houser | TMCNet

In its joint report, “Own the Moments! Understanding the Customer Journey,” the International Customer Management Institute and cloud contact center software provider LiveOps (News - Alert) surveyed more than 400 contact center professionals in various positions across multiple organizations. Researchers found that 74 percent of organizations actually admit to holding back their front line with poor training and a lack of access to customer information such as communications histories. Companies are not always giving their agents the attention and information they need to properly address customers.

April 30, 2015
Don’t Blame Apathetic Agents for Poor Customer Service
By Michele Masterson | Smart Customer Service

The findings come from a new report, “Agent Apathy: The Root Cause of Poor Customer Service,” from the International Customer Management Institute (ICMI) in partnership with Five9. An overwhelming number of organizations (85 percent) said that agent loyalty is an important priority.

April 29, 2015
J.D. Power, ICMI Collaborate on Contact Center Consulting Services
By n/a | Smart Customer Service

J.D. Power, the global marketing information services firm, and The International Customer Management Institute (ICMI), a provider of resources for customer management professionals, have entered into a strategic alliance to provide contact center professionals with performance improvement services.

April 8, 2015
Customer Service: Change Is Good, but Only If You're Prepared (Q&A)
By Michele Masterson | Smart Customer Service

Armed with extensive contact center experience on both the front lines and behind the scenes, Justin Robbins, senior analyst at the International Customer Management Institute (ICMI), doesn't sugarcoat his thoughts. Robbins talked to Smart Customer Service about the state of the industry today, issues organization need to be cognizant of, and how to stand out from the pack.

November 18, 2014
Insights from the ICMI Contact Center Demo
By Pam Bednarczyk | Corvisa.com Blog

Mike Cain - along with several other Corvisites - recently talked to more than his fair share of industry insiders at the recent ICMI (International Customer Management Institute) Contact Center Demo & Conference held Nov. 3-5, 2014 in Chicago.

"I enjoy the plethora of topics that are offered. There is always something specific to what I need to learn."

Tricia Kissinger, Director, Personal Lines Customer Experience, Jewelers Mutual Insurance

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