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Join the ICMI Contact Center Community

Where contact center professionals belong 

If you lead or work in a contact center, you know the reality. Some days you feel unstoppable, helping customers and leading your team to new heights. Other days, it feels like you’re juggling hiring challenges, shifting metrics, new technologies, and questions from the C-suite (all before lunch). 

You are not alone.

The ICMI community is made up of people who get it because they live it too. People who understand the thrill of solving a tricky customer problem, the pride of watching an agent grow, and the comfort of hearing, “Yes, we’ve faced that too.”

One of our members described their first ICMI conference as “the kind of place where you instantly felt welcome and could easily meet people doing amazing work in the contact center field.”

That’s what you’ll find here. In every event, coffee chat, article, and conversation.


Join the ICMI Contact Center Community

Low effort, instant connection. Start by meeting people who speak your language and share your challenges.

    Follow ICMI on LinkedIn and see daily insights from peers who live and breathe contact center life    Subscribe to Contact Center Insider for weekly leadership tips, industry updates, and real-world stories from people like you                    

    Subscribe to our LinkedIn Newsletter and get thoughtful content delivered where you already network with peers.    Join a Community Coffee Chat — a relaxed, peer-to-peer conversation where we share challenges, swap ideas, and leave with fresh inspiration.

“What makes the ICMI community unique? For starters, it's a community consisting of helpers by nature. After all, Contact Centers are all about helping customers!”

Ways to Get More Involved at ICMI

Ready to move from listening to leading? Share your experience, learn from others, and find those “me too” moments that remind you why you love this field.

  Become an ICMI Contributor by writing an article or sharing a case study.     Be a Mentor and help another professional navigate career paths, technology changes, and the daily realities of the job.

   Find a Mentor who’s been in your shoes and can help you grow with practical advice   Join an HDI & ICMI Idea Exchange for lively monthly discussions on topics like hiring, agent coaching, AI adoption, and more.

“Vickie Friece brought me to my first ICMI event and I haven't looked back since! I am forever thankful for introducing me to this amazing crew!”


Recognition Opportunities for Contact Center Leaders

When you are ready to shape the future of the industry, we’re ready to put you in the spotlight.

Apply for the ICMI Global Contact Center Awards and celebrate your team’s wins.    Judge the ICMI Awards and help shine a light on the best in our field.
Join the Conference Advisory Board or Speak at an Event to influence event content and help others learn what you know.    Become a Community Ambassador and be that welcoming face for newcomers, just like others were for you.

“I am grateful to be part of this brilliant group. Conversations like these fuel the future of CX. Huge thanks to Erica Marois and ICMI for creating a space where CX pros can connect, grow, and thrive together!”


Not Sure Where to Start?

Take our two-minute “What’s Next for You?” quiz and we’ll recommend the perfect next step for your time, goals, and interests.

[Take the Quiz]

Take your first step in the ICMI community today. That small step could lead to your next mentor, your next big idea, or your next career breakthrough. And we will be right here cheering you on.

You belong here. Welcome!

Frequently Asked Questions

What is the ICMI Community?
 The ICMI Community is a global network of contact center leaders and professionals who come together to share ideas, solve challenges, and celebrate the people powering customer experiences.

Who should join?
 Anyone working in or leading a contact center — from frontline supervisors to executives. If you’re passionate about customer experience, you’ll find your peers here.

Does it cost anything to join?
 No — many community resources are free, including newsletters, coffee chats, and networking events. Some programs, like conferences and training, have registration fees.

How do I get involved?
 You can start by subscribing to Contact Center Insider, joining a coffee chat, or following ICMI on LinkedIn. When you’re ready, you can contribute content, become a mentor, or even apply to speak at an event.

What makes ICMI different?
 ICMI has been a trusted leader in the contact center industry for more than 30 years. Our community is built on peer-to-peer learning, recognition, and real-world solutions — not sales pitches.