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ICMI is the leading industry resource for improving contact center performance. Through real-world solutions led by a team of expert consultants, we help guide our clients to improve results and deliver value to their businesses. No matter your contact center’s challenges and strategic initiatives, ICMI is ready to partner with you to map out the best course of action, utilizing over three decades of industry experience and the best minds in the business.
ICMI has been a globally-recognized authority on driving call center value longer than anyone else on the market today. We set the standards for effective call center performance, with deep roots in best practices and current trends.
Every partnership with ICMI is unique, because every contact center operation is unique. We design every call center consulting solution and assessment to meet your exact needs and within your given budget.
Being the go-to source for call center consulting over the past 30+ years, ICMI has accumulated an unmatched array of resources. Our vast research, technology, and world-renowned consultants are at our disposal during every project.
ICMI's consulting services span a wide range of functions, but all share one common theme - each call center consulting project is always tailored to your specific needs and budget. Among our services include a suite of short-term topic-specific solutions, our holistic best practices assessment, and the overarching ICMI Site Certification.
Not sure where your contact center operation stands, or what services would be of the most benefit to you? Take the ICMI Contact Center Maturity Self Assessment - its a great place to start, and its free to use: