About ICMI, International Customer Management Institute
Empowering contact center excellence for 30 years!

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Whether its your people, your processes or your strategy, ICMI wants to partner with you to take your customer service to the next level. We have been empowering contact center excellence for over 30 years, helping more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources.

We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you:

  • Raise the strategic value of your contact center
  • Optimize your operations
  • Improve your customer service

We are considered the authority on contact center performance excellence. In fact, just recently, the New York Times, NBC Nightly News, and several other major media outlets tapped ICMI to provide insights on how consumers can work better with contact centers.

Be a part of our active community and find out how ICMI can add value to your contact center and more importantly, your customer.

The Solutions We Provide


Industry-leading gatherings that include timely, practical conference sessions, exhibits featuring the latest technologies and numerous opportunities for peer interaction and networking.


Highly interactive training focused on strategic value, operations management, people management, and technology.


Relevant and independent industry news, interactive forums, research, books, webinars and dynamic customer management content.


Proven industry expertise applied to a contact center’s unique environment through solutions that make sustainable improvements to customer experiences and business results.

To Learn More and Contact Us

We encourage you to explore our website or contact us today to speak with an ICMI customer service representative at 800.672.6177

Kinds words from our clients.

Thought leadership on customer service!

Tim Johnson, Director Customer Service and Support, Bandag Inc.

The ICMI team gave us the foundation for continuing development of our frontline leadership. I would highly recommend this process for organizations that are willing to invest in their leadership to enhance an organization’s performance.

Natalie Moyer-Gaunce, Operations Manager, Humana

ICMI met with us before training to understand our company’s objectives and desired outcomes. After the training, we are seeing our managers apply this knowledge through different thinking and applications. I would recommend Essential Skills and Knowledge for Effective Contact Center Management to any company that needs a refresher or better understanding of capacity planning.

Bryan Cich, Director, Learning & Development, LexisNexis

ICMI (International Customer Management Institute) empowers companies to provide the best customer experience through call center training, certification, events, consulting and resources.
121 South Tejon Street, Suite 1100
Colorado Springs
United States