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


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5 Characteristics to Look for When Hiring a Trainer

Learning & Development

Last month I wrote about the essentials that a person new to training needs to...

Featured Articles Friday: Week of October 8, 2018

Learning & Development

Gain a Deeper Understanding of Your Contact Center KPIs


4 Things to Consider When Staffing for Peak Season

Workforce Management

ICMI Forums


How to Become a Better Boss


Happy National Boss's Day! In honor of this occasion, today's chat is all about leadership....


Developer API Software

alexandrawork100, 2 answers

Corporate Buzzwords

ericamarois, 1 answer

Call Center Support Software

alexandrawork100, 2 answers

How do you keep agents' skill sharp?

ericamarois, 1 answer

Contact Center Training & Events

More Training | More Events

Webinars & Whitepapers

More Webinars | More Whitepapers

10 Ways Contact Centers Annoy Their Customers (and How to Stop)

Webinar – Nov 6 – Register Now!

Have you ever had an annoying customer experience? Are you annoying your customers? During a...


Essential Best Practices for Seamless, Integrated Service in...

Customer Experience


5 Contact Center Trends to Watch in 2019

Oct 17 – Register Now!


9 Best Practices That Will Boost the Effectiveness...

Learning & Development
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