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


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Training Agents to Handle Difficult Interactions

Learning & Development

Ah, the life of a call center agent. It's a cushy job, right? Agents talk...

How TechStyle Used Cloud and AI to Boost Growth and Lower Costs


Mending a Broken Process

Strategy & Planning

Tighten Up Your AHT Projections

Workforce Management

ICMI Forums


Supervisor vs. Team Leader


A supervisor can be anyone who has been promoted. A leader has authority over his...


How to Make the Most of Your Time at CC Expo

ericamarois, 1 answer

Save Time & Money with Predictive Dialers

arsh_1011, 1 answer

Unique challenges Scheduling in Small Call Centers

kory_gage, 1 answer

Calculating baseline metrics

jcontizano, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

How to Empower Agents to Deliver an Effortless Customer Experience

Webinar – Jun 20 – Register Now!

Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed...


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

Customer Experience


How to Improve the Future Strategic Status of...

Watch Now!


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

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