Consulting Solutions

Targeted Solutions for Contact Center Challenges

Do you have a specific challenge to address or would like guidance on how to implement or optimize a process? ICMI’s Consulting Solutions offer customers access to insightful guidance and a practical solution plan that can enable contact centers to improve efficiently and effectively.

Consulting Solution engagements include:

  • Data collection, observation, and review
  • Real-time advice and guidance
  • Documented action plan with prioritized recommendations


Consulting Solutions Categories:


Workforce Management (WFM) Solutions

Workforce management is a vital component to running a successful contact center. Processes and tools must be optimized in order to maximize performance. Our workforce management consulting solutions provide assistance in areas such as:  WFM tool requirements, selection and implementation, process review and optimization.

Workforce Management Implementation Workforce Management Optimization



Employee Engagement & Quality Solutions

A healthy contact center quality monitoring and coaching program coupled with high levels of employee engagement are key to running an efficient and cost-effective operation.


Call Center Quality Program OptimizationEmployee Engagement



Customer Experience / Omni Channel Solutions

Ensure that your customer experience program is driving customer loyalty and business intelligence with ICMI's customer experience solutions.


Download the Omni Channel Assessment BrochureCall Center Customer Experience AssessmentFirst contact resolution effectiveness



Process optimization

Make sure that your contact center's processes and systems are functioning as effectively as possible. ICMI can identify poorly functioning processes and identify areas of improvement. Our expert consultants will utilize our best practice standards to review key processes and programs including: Coaching, Quality, Workforce Management, Change Management, Reporting, Self-Service, Contact Routing, Omni Channel, Customer Experience, Employee Engagement, Security, and Business Continuity.

Call Center Process Optimization and Root Cause Analysis