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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


Common Causes of Inaccurate Contact Center Forecasts

Workforce Management

ICMI Forums


Scaling Your Culture


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


Chat Service Level

sean.hamelman, 1 answer

Schedule Adherence Goals

overtonsheldon, 1 answer

Forecasting & Scheduling

ericamarois, 1 answer

Building Culture on a Distributed Team

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

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...


9 Best Practices That Will Boost the Effectiveness...

People Management


How JetBlue Is Putting Humanity Back into the...

Oct 4 – Register Now!


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

Clients We've Worked With