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.
Customer Management Operations Standards (CMOS) ICMI’s Customer Management Operation Standards (CMOS) Program is a comprehensive management approach that employs a mix of specialized tools, cross-industry best practices, assessments, and proven systems that deliver sustained contact center efficiency and effectiveness. Comprised of a four-step process, participating organizations take part in a formal assessment, followed by an implementation and audit period, which then prepares them for certification. Learn More > |
Featured Case Study
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.
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For more information or a detailed proposal, contact Tara Gibb at tgibb@icmi.com; phone 415.845.1019 |
