Contact Center Consulting

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.

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 call center consulting solution and assessment to meet the exact needs of you and your team within your given budget.

UNPARALLELED RESOURCES:

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.

Contact Center Success Factors

Not sure what your next step should be? Take the ICMI Success Factors Survey - its a great place to start.

• Customer Loyalty and Technology Improvements
• Lowering the Attrition Rate
• Performance Management and Employee Engagement Improvements

• Workforce Management and Process Improvements
• Quality Management Improvements