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30th Anniversary Special Edition Content

Featured Articles Friday: Week of October 15, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Toxic Leadership Behaviors that Frustrate Employees

"People don't leave companies; they leave bosses." We've all heard that quote a time or two. If true, what can leaders do to become better bosses? The #ICMIchat community traded tips this... Read More

Workforce Optimization: A Systems Thinking Activity

What IS Workforce Optimization?? It's one of those BIG words you see all over the internet, from most every contact center platform provider out there. You see it as a suite of... Read More

Hope for the Best, Prepare for the Worst

We are at the peak of hurricane season and have recently weathered many storms here in the US from coast to coast. The hurricanes of Florida, North Carolina, and Hawaii serve to... Read More

5 Characteristics to Look for When Hiring a Trainer

Last month I wrote about the essentials that a person new to training needs to know first, which got me thinking about the qualities I look for in a trainer. In an... Read More

Three Keys to Contact Center Workforce Optimization

Staying ahead of change and leading the customer service industry requires constant evolution. Sometimes that means launching new strategies, and other times, it requires more subtle updates to processes or procedures. No... Read More

Featured Articles Friday: Week of October 8, 2018

There's never been a more exciting time to work in customer service, but delivering exceptional customer experiences requires continual learning. At ICMI, we're committed to equipping you with the tools, resources, and... Read More

Gain a Deeper Understanding of Your Contact Center KPIs

A macro view of what a contact center does and what makes it work well are often viewed as straightforward. Agents handle interactions to serve the business, right? While this is a... Read More

4 Things to Consider When Staffing for Peak Season

Holiday time is fast approaching. Have you staffed up? Being able to handle increased customer volume during peak season can make or break your success during a very lucrative time. With greater... Read More

Nine Tips for Helping Your Customer Service Agents Write Better-Faster Emails

With the rise of SMS, chat, and social media, is using email for customer service as quaint as sending postal mail? "Tell us about the old days, Grandpa. Did you really have... Read More



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