Where Do You Need to Focus?
Contact Center Solutions. Bottom-Line Results.
ICMI is the leading industry expert for improving all contact center operations. With real-world solutions led by a team of senior consultants and subject matter experts, we help guide our clients to improve customer experiences and strengthen business results.
No matter the situation, ICMI has the solutions that are ready to help today, and we recognize that contact center solutions are only as relevant as the challenges they help solve. This is precisely why ICMI considers every client situation from an objective, client-focused perspective. Whether clients know exactly which solutions they need, or have more of an interest in solving their needs based on unique challenges, ICMI partners with clients to discover the best possible solution for each situation.
Featured Case Studies
Client Success Story: Workforce Management & Process Improvements
ICMI partnered with one major insurance company to help them improve their workforce management (WFM) program and contact center process ineffeciencies. The result: $2 million in WFM savings annually, and $14 million in overall contact center savings.
Client Success Story: Loyalty & Technology Improvements
A global financial leader turned to ICMI to help them: reduce customer churn, improve loyalty, and provide technology evaluations and suggestions for improvement. This client experienced a reduction in total service costs, as well as optimized their customer retention rate.
Client Success Story: Performance Management & Employee Engagement
A worldwide language solutions provider engaged ICMI to help them improve major employee attrition issues. The result: Greater than $2 million savings and significant increases in employee engagement.