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


More Articles

7 Tips for Creating an Effective Contact Center Mission Statement

Culture & Morale

Does your contact center have a mission statement? Without a common purpose, it's difficult to...

Why Survival Mode Kills the Customer Experience

Customer Experience

Skills-Based Routing: 5 Common Problems You Can Avoid

Workforce Management

Putting Together the Customer Loyalty Puzzle


ICMI Forums


How to Deliver Best-in-Class Service


[color=rgb(102, 102, 102)][font=" open="" sans",="" helveticaneue,="" "helvetica="" neue",="" helvetica,="" arial,="" sans-serif]Call center environment is a...


How to calculate CSAT survey%

SeaHawkins, 2 answers

Benefits of Work From Home Programs

arsh_1011, 2 answers

Metrics Mistakes & How to Avoid Making Them

ericamarois, 1 answer

Artificial Intelligence: Hype or Happening?

ericamarois, 1 answer

Contact Center Training & Events

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The Role of the Contact Center in the Customer Experience

Webinar – Watch Now!

What is the strategic difference between customer service and customer experience? How can contact centers...


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



How to Make the Most of Your CX...

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TOOL KIT: How to Successfully Become an Omnichannel...


Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
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