Improve Contact Center Operations
Empower Contact Center Employees
Increase Customer Loyalty
Achieving success through unparalled experience, ICMI supports a diverse scope of organizations in an array of industries and geographies. We support contact centers with 10 agents; we support contact centers with 10,000 agents; we partner with clients around the globe. If there are customer experiences to be enhanced and business results to focus on and improve, ICMI can help!
ICMI has been participating in the consulting, training, events, and publishing business for over 25 years. Our experience has provided us with contact center experience that no other organization can duplicate. The result: value-added, holistic insight and solutions in an efficient and highly applicable manner.
Thought leadership on customer service! 
Tim Johnson, Director Customer Service and Support, Bandag Inc.
Resources
Relevant and independent industry news, interative forums, research, webcasts and dynamic customer management content
Events
Industry-leading events focused on the latest trends, industry advancements and organizational strategies
Training & Certification
Highly interactive classroom, online, and client-site training programs with educational resources for continued learning
Consulting
Industry experts helping companies make sustainable improvements to their customer experiences and business results
The solutions we provide are customized, flexible, and infused with real-world experience and perspective. We recognize no two contact centers are alike, and as such, we partner with our clients to develop meaningful and actionable improvements so they can appropriately improve their business and customer experiences. Our team has walked in our clients’ shoes—literally. From specific subject matter experts to general consultants to deep-diving analysts, we identify a client’s challenges and assign the best team that will help develop the most appropriate client solutions.
The ICMI team gave us the foundation for continuing development of our frontline leadership. I would highly recommend this process for organizations that are willing to invest in their leadership to enhance an organization’s performance.
Natalie Moyer-Gaunce, Operations Manager, Humana
