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

Articles

More Articles

3 Ways to Make Time for Ongoing Agent Training

Learning & Development

Time is money. We’ve all heard—and likely said—this phrase hundreds of times. While there’s no...

A Shocking Look at the Customer Experience in Utilities Companies

Customer Experience

8 Obstacles Preventing Brands from Delivering Excellent Social Media Customer Care

Social Media

Reality Check: Most Contact Centers Aren't Really Omnichannel

Technology

ICMI Forums

More

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

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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...

Metrics

Webinar

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

Sep 12 – Register Now!

Whitepaper

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

Strategy & Planning
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