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30th Anniversary Special Edition Content

The Omnichannel CRM Game

The Omnichannel CRM Game Working for a company that has integrated with a diverse range of CRMs (including custom ones) for several years, I’d like to share a bit of weary trade... Read More

Last Minute Tips to Help You Prepare for #CCDemo

Are you joining us in Las Vegas for ICMI Contact Center Demo? As you're packing this weekend, here are a few last minute tips to consider. Make sure you review the full... Read More

When Disasters Strike: Best Practices for Planning and Recovery

Over the last few weeks, we’ve witnessed devastating disasters including dangerous wildfires, earthquakes, and hurricanes Harvey and Irma. Many of our community members live in the areas impacted, and several of our... Read More

Lessons Learned on the Road to Customer Service Improvement

Learn More About Alberta Pensions Services, 2017 ICMI Global Contact Center Award Winner for Most Improved Customer Service “Nice work on improving FCR scores. It’s clear that this team is forward-thinking, thoughtful,... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

A Timely Conversation: Interval Scheduling in the Contact Center

Today it’s all about CX, #Custserv, NPS, and FCR.  Too many buzz words? Sometimes I think we couldn’t exist as an industry without acronyms.  The bottom line is we need happy customers... Read More

8 Tips for Surviving Peak Season

Peaks and valleys are part of life in the contact center, but proper preparation for busy seasons can make all the difference. How do you handle scheduling, communication, and morale when contact... Read More

5 Ways to Optimize Your Call Center Workforce To Increase Engagement and Reduce Turnover

As the labor market is experiencing some of the tightest conditions in recent years and as jobless claims—or the number of people filing for unemployment benefits—just hit a four decade all-time low,... Read More

Expert Advice for Measuring and Improving Employee Engagement

Learn more about Clio, 2017 ICMI Global Contact Center Awards Winner for Best Contact Center Culture “I have worked in Customer Support for over 15 years in various roles and call centers.... Read More

Are Robots Killing Customer Satisfaction?

Throughout history, humans have distinguished ourselves by having powerful, passionate, and sensitive conversations with one another. We’re “programmed” to understand sentiment and ask nuanced questions to discover the root of a problem.... Read More



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