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ICMI empowers organizations worldwide to optimize the efficiency, effectiveness and strategic value of their call centers.

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Workforce Optimization: A Systems Thinking Activity

Workforce Management

What IS Workforce Optimization?? It's one of those BIG words you see all over the...

5 Characteristics to Look for When Hiring a Trainer

Learning & Development

Three Keys to Contact Center Workforce Optimization

Workforce Management

Featured Articles Friday: Week of October 8, 2018

Learning & Development

ICMI Forums

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Corporate University

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Special boards for large corporations are useful for universities too. The best universities that are...
1

How to Become a Better Boss

ericamarois, 1 answer
2

Developer API Software

alexandrawork100, 2 answers
1

Corporate Buzzwords

ericamarois, 1 answer
2

Call Center Support Software

alexandrawork100, 2 answers

Contact Center Training & Events

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10 Ways Contact Centers Annoy Their Customers (and How to Stop)

Webinar – Nov 6 – Register Now!

Have you ever had an annoying customer experience? Are you annoying your customers? During a...

Whitepaper

Essential Best Practices for Seamless, Integrated Service in...

Multichannel Contact Center

Webinar

5 Contact Center Trends to Watch in 2019

Watch Now!

Whitepaper

9 Best Practices That Will Boost the Effectiveness...

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