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

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Coaching 101: It's About Development, Not Correction

Learning & Development

Over the years I imagine I have listened to thousands of customer service phone calls. ...

Featured Articles Friday: Week of September 10, 2018

Learning & Development

The Link Between Customer Satisfaction and First Contact Resolution

Metrics

Common Causes of Inaccurate Contact Center Forecasts

Workforce Management

ICMI Forums

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Scaling Your Culture

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Good morning! Please join us today at 1:00 ET for a special chat with guest...
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Chat Service Level

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Schedule Adherence Goals

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Forecasting & Scheduling

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Building Culture on a Distributed Team

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Contact Center Training & Events

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5 Contact Center Trends to Watch in 2019

Webinar – Oct 17 – Register Now!

Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you...

Whitepaper

9 Best Practices That Will Boost the Effectiveness...

People Management

Webinar

How JetBlue Is Putting Humanity Back into the...

Oct 4 – Register Now!

Whitepaper

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

Metrics

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