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Contact Center Consulting

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.

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Contact Center Consulting Services

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 isn't.

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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

Learn more about the ICMI Contact Center Site Certification

The ultimate form of contact center recognition - Site Certifications assess and certify operations based on ICMI's best practices standards.

Summary of Standards

Assessment Sample

Free Contact Center Performance Self-Assessment

ICMI was a pioneer in the contact center performance improvement industry, developing and maintaining the most highly-regarded standard for customer service excellence. And now, you can tap into that knowledge for free, with ICMI's new performance self-assessment tool!

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Why Choose ICMI?...

Call center consulting experts


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. 

customizable call center consulting


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.

contact center consulting resoruces


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.


ICMI Contact Center Maturity Self Assessment


Client Success Stories