Call Center Research
Empowering contact center excellence for 30 years!

Research

ICMI SURVEY
THE FUTURE OF THE CUSTOMER SERVICE

We’re evaluating topics related to the Internet of Things (IoT) and connected devices. Simply put, the IoT is the concept of connecting any device with an on/off switch to the Internet (and/or to each other). This includes everything from cellphones to coffee makers, washing machines to headphones, lamps to wearable devices, and almost anything else you can think of. The IoT is a giant network of connected "things": people-people, people-things, and things-things.

Your participation in this study enables us to equip contact center leaders with the information their organizations need to make informed decisions.

 As a participant in this study, you will receive a copy of the final report upon it's completion. 

Take the survey between March 25 - April 7
for your chance to win a $300 Amex Gift Card!

Previous Research Reports

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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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