Call Center Research
Empowering contact center excellence for 30 years!

Research

ICMI SURVEY


Performance and Quality Management Benchmarking Study

Your participation in this study enables us to inform and equip contact center leaders with the latest trends, best practices, and benchmarks in quality management.

We look forward to sharing the final report with you!

Take the survey before May 31st
for a chance to win a Phantom 3 Drone.

Previous Research Reports

Title

Sponsor

The State of Workforce Management

Published May 22, 2016



QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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