About ICMI

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions.

For the contact center, this mission of improvement is fundamental to every interaction. For your customers, you want to address their need and improve their satisfaction with your product or service and their loyalty to your brand. For employees, you want to improve their engagement, build on their job knowledge, skills and experience, and grow their loyalty and retention. At the organizational level, you want to improve operational efficiencies, revenue, and the bottom line.

No other organization understands the contact center’s focus on improvement like ICMI does. We take great pride in improving customer experiences and producing optimal business results.

We champion contact centers and their people, and our mission is to make both better every day.

We Move Contact Centers Forward

ICMI works with contact centers to accomplish desired outcomes and prepare them for the future. We deliver value by helping centers:

Improve customer experiences
Recognize upcoming trends and prepare for the future
Develop action plans to help overcome strategic challenges
Eliminate operational inefficiencies saving money and time
Assess tools and technologies and create a roadmap for optimization
Quantify the impact of improvements on customers and the organization
Drive career advancement through community and knowledge sharing
Create better leaders and inspired teams by advancing knowledge, skills, and abilities at all levels

Our Clients

Companies worldwide partner with ICMI for professional development and organizational improvement. Recent clients who have worked with ICMI to elevate the customer experience include:

Our Products and Services

We unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience through a full range of products and services.

Training

From frontline agents to experienced executives, ICMI's team of expert trainers develop more than 100,000 contact center professionals annually with a focus on strategic value, operations management, people, process and technology.

Consulting

Proven industry expertise with a personalized approach. Our team of senior advisors works with contact centers globally to provide in-depth assessments and solutions resulting in sustainable improvements to both customer experiences and business results.

Events

ICMI Events are where contact center pros go to learn from the best in the business and each other. With formats centered around education, networking and new technologies, our events are consistently rated #1 by attendees in quality and value.

Resources