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.
Below are detailed examples of how ICMI provided consulting services that yielded tangible, positive results.
Download the Case Study
For more information or a detailed proposal, contact Todd Piccuillo attpiccuillo@icmi.com | 203.242.6632
I have had the opportunity to work with ICMI over the last 12 years. The consultants are knowledgeable with real industry experience. I find ICMI very flexible and willing to work with a company to meet their overall strategy; while increasing call center knowledge and best practices in the organization. I see ICMI as an unbiased partner helping ADP provide exceptional service.
Dan Hammelman, Vice President, ADP Inc. National Accounts Service Center
ICMI helped prove our staffing requirements to our senior management team and got us the budget we needed. They provided a service far beyond the metrics, and produced such positive, successful results that we know our customers and our employees will be very happy!
Mary Beth Harbin, Vice President, BankPlus
The ICMI team of consultants came to our facility to assist in the development of our frontline leaders. Their process of interviews, role-plays and coaching worked extremely well. It 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 the organization’s performance.
Natalie Moyer-Gaunce, Operations Manager, Humana
In less than a week, ICMI helped us to start solving our call center challenges. Unlike other consultants we’ve worked with, ICMI gave us practical, affordable, actionable recommendations along with a simple implementation plan. Within a few weeks, our efficiency improved, staff morale improved and, most importantly, our customer satisfaction improved. I’d recommend ICMI Consulting without hesitation.
Aaron Shipper, President, Mayflower National Life Insurance
After participating in ICMI’s Complimentary Quality Self-Assessment Scorecard, I noticed our Quality Assurance program was performing well overall, but there were a few specific areas where we could improve. I reached out to ICMI to ask how we might enhance our QA program; ICMI came in and worked with our Navy Federal team to optimize many areas of our QA program, and offered a number of valuable recommendations. I’d recommend ICMI to any company looking to take their call center the next level.
Kathryn L. Fish, Manager, Resolution & Quality, Navy Federal Credit Union
