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Best Practices Assessments

Call Center Assessment

ICMI's Contact Center Best Practices Assessment provides customers with a holistic review and analysis of contact center processes and systems, followed by an in-depth report and recommendations for improvement. Best Practices Assessments begin with extensive remote pre-assessment data gathering, on-site observation, and general discovery, followed by off-site analysis and generation of a report and recommendations. The result is a comprehensive and highly-detailed gap analysis to contact center best practices, recommendations, prioritized corrective actions, and a fully mature business case analysis to support the findings.

Limited Version  Full Version


Contact Center Best Practices Assessments have three phases:

ICMI Contact Center Assessment - discovery phase icon

Remote data gathering to prepare for the assessment.


ICMI Contact Center Assessment Evaluation icon

Onsite or virtual observations, reviews, multi-level staff interviews (agent through executives) focus groups, and general further discovery.


ICMI Contact Center Consulting Analysis and Report icon

Review and analysis of discovery and data, and the generation of final materials.

Learn more by downloading the brochure:

ICMI Contact Center Best Practices Assessment brochure 



Not sure whether you need a full Best Practices Assessment or not? Curious to see how your contact center measures up?

Take the ICMI Contact Center Maturity Self Assessment - its a great place to start, and its free to use:

ICMI Self-Assessment Tool