Call Center Webinars
Empowering contact center excellence for 30 years!


Upcoming Webinars

Practical Ways to Improve Customer Satisfaction Scores

Date: March 30, 2017
Time: 2:30 PM Eastern Time


Kristy Powers

Kristy Powers

Manager, CCO Quality Service, Navy Federal Credit Union

Kristin Monaco, Optoro

Kristin Monaco

Director of Customer Care, Optoro

Anne Palmerine

Anne Palmerine

Associate Vice President, Customer Engagement & Enrollment Services, UPMC Health Plan

2017 Global Contact Center Awards Finalists share their best tips on raising your CSAT scores! Read More


Sponsored by

The 10 Dangers of Disconnected Data: Best Practices for Improved Contact Center Reporting

Date: May 11, 2017
Time: 1 PM Eastern Time


Jon Levenhagen

Customer Experience Manager, American Family Insurance

Justin Robbins

Group Community Director, HDI and ICMI

Don’t let your disconnected data destroy your chances of thriving in today’s customer-centric world. Gain control of your contact center by discovering analytics, dashboards, and reports that pull everything together. Read More


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Webinars Available On-Demand



ICMI Book Club Discussion:
The Culture Engine

Published February 17, 2017

3 Customer Engagement Trends to Watch in 2017

Published November 10, 2016

7 Metrics You Can’t Afford To Ignore in 2017

Published September 22, 2016

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