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


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


ICMI Forums


Sick Policy


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


The Emotional Labor of Contact Center Work

ericamarois, 1 answer

CRM and the impact on AHT

annaeburleya, 3 answers

Any Interest in a Quarterly Best Practices Call

longshotz, 1 answer

Do you use spreadsheets or WFM software?

longshotz, 4 answers

Contact Center Training & Events

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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....


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



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

Sep 12 – Register Now!


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

Strategy & Planning
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