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Contact Center Consulting Solutions

Contact center consulting solutions banner - ICMI

Do you have a specific challenges to address or would like guidance on how to implement or optimize a process? ICMI’s Consulting Solutions offer customers access to insightful guidance and a practical solution plan that can enable contact centers to improve efficiently and effectively.

Consulting Solution engagements include:

  • Data collection, observation, and review.
  • Real-time advice and guidance.
  • Documented action plan with prioritized recommendations.

Consulting Solutions Categories:


Workforce Management (WFM) Solutions

Workforce management is a vital component to running a successful contact center. Processes and tools must be optimized in order to maximize performance. Our workforce management consulting solutions provide assistance in areas such as: WFM tool requirements, selection and implementation, process review and optimization.

Call Center Workforce Management Optimization Consulting

Employee Engagement & Quality Solutions

A healthy contact center quality monitoring and coaching program coupled with high levels of employee engagement are key to running an efficient and cost-effective operation. Explore ICMI's consulting solutions to bolster these critical aspects of your call center operation.

Contact Center Quality Program Optimization  Call Center Employee Engagement Consulting

Customer Experience / Omni Channel Solutions

Ensure that your customer experience program is optimized to drive customer loyalty and business intelligence with ICMI's customer experience solutions, including our customer experience assessment and omni channel assessment.

Call center omni channel assessment  Customer Experience Assessment

Process and Technology Optimization

Make sure that your call center processes and technology systems are functioning as effectively as possible. ICMI can identify poorly functioning processes and technology and identify areas of improvement. Our expert consultants will utilize our best practice standards to review key processes and programs including: Coaching, Quality, Workforce Management, Change Management, Reporting, Self-Service, Contact Routing, Omni Channel, Customer Experience, Employee Engagement, Security, and Business Continuity. Technology Assessments can also include new system recommendations and tech implementation guides.

Call Center Process Optimization and Root Cause Analysis  Call Center Technology Assessment