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

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Candidate Experience: Not Another Buzzword

Hiring

People hate buzzwords and cliche business phrases. Through constant overuse (and misuse) they end up...

8 Obstacles Preventing Brands from Delivering Excellent Social Media Customer Care

Social Media

Reality Check: Most Contact Centers Aren't Really Omnichannel

Technology

5 Priceless (and Free) Ways to Provide Employee Recognition

People Management

ICMI Forums

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Sick Policy

patience

Does anyone have experience in working with policies other than "No Fault". Something more performance...
1

The Emotional Labor of Contact Center Work

ericamarois, 1 answer
3

CRM and the impact on AHT

annaeburleya, 3 answers
1

Any Interest in a Quarterly Best Practices Call

longshotz, 1 answer
4

Do you use spreadsheets or WFM software?

longshotz, 4 answers

Contact Center Training & Events

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How to Get Your Team to Deliver Consistent Service

Webinar – Oct 1 – Register Now!

Consistency is a common challenge for contact centers and organizations of all shapes and sizes....

Whitepaper

Fraud, Compliance, and Customer Satisfaction in the Contact...

Customer Experience

Webinar

Forecasting the Future: Strategies for Long-Term Contact Center...

Sep 12 – Register Now!

Whitepaper

FROST & SULLIVAN REPORT: Are You Delivering an...

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