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Contact Center Consulting

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Contact Center Solutions. Bottom Line Results.

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 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.



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ICMI makes contact centers better

Contact Center Consulting Solutions 

With a focus on optimizing performance, enhancing customer experience, and leveraging the latest technology, our team of industry experts collaborates with you to deliver tailored solutions that drive measurable results. Whether you're looking to refine processes, integrate AI, or improve agent engagement, ICMI is your strategic partner in transforming contact center challenges into competitive advantages. 

Explore ICMI Contact Center Consulting Solutions ICMI's Consulting Solutions deliver timely, insightful guidance and strategic planning to help leaders tackle common contact center challenges.
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Call center optimization assessment A comprehensive analysis and report covering all aspects of contact center operation, designed to inform you of exactly what's working and what needs attention and improvement. 
 
Download Sample Report 
 
Call Center Technology Consulting ICMI's suite of contact center technology consulting services provide expert guidance on everything from technology assessments to new vendor selection.
 
Tech Assessment Sample
Vendor Scorecard Sample
ICMI Consulting Site Certifications The ultimate form of contact center recognition - Site Certifications assess and certify operations based on ICMI's best practices and standards. 
 
 
Summary of Standards
Assessment Sample

ICMI makes contact centers better

Why Choose ICMI?

Choosing ICMI means partnering with a proven leader in the contact center industry, trusted for nearly 40 years to deliver impactful results. Our team of seasoned consultants brings deep industry knowledge and hands-on experience to every engagement, ensuring that we understand your unique challenges and opportunities. 

ICMI Case Study: Arbella Insurance Contact Center Transformation to Meet Evolving Customer Expectations

Challenge:
As Arbella Insurance grew, they needed an external evaluation to improve their contact center performance and meet evolving customer expectations. They sought to benchmark their operations against industry standards and identify areas for improvement.

Solution:
Arbella partnered with ICMI, who provided expert Best Practices, tailored training, and industry benchmarking. ICMI’s support helped Arbella optimize service delivery, enhance resource management, and improve overall efficiency, positioning them for long-term success.

Read the full case study: ICMI Arbella Case Study

 

                                                                                      

INDUSTRY AUTHORITY

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. 

CUSTOM CAPABILITIES

Every consulting engagement with ICMI is unique, because every contact center operation is unique. We design every contact center consulting solution and assessment to meet the exact needs of you and your team within your given budget. 

UNPARALLED RESOURCES

Being the go-to source for call center consulting for nearly 40 years, ICMI has accumulated an unmatched array of resources. Our vast research, technology, and world-renowned consultants are at our disposal during every project.

 

 


Connect with ICMI Consulting Services

Get more information on ICMI Consulting Services for your contact center, available in person or virtually, by calling 800.672.6177 or by filling out the below form.

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