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About ICMI


ICMI makes contact centers better

We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. ICMI champions contact centers and their people, and our mission is to make both better everyday.

ICMI - the International Customer Management Institute is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service.

ICMI empowers organizations worldwide to provide the best customer experience possible through industry-leading professional services such as consulting, training, events and information resources. 

ICMI We Make Contact Centers Better


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How ICMI Empowers Contact Centers

Best Practice Content, Resources and Insights

Relevant and independent industry news, interactive forums, research, books, webinars, social and dynamic customer management content.

Industry Events

Industry-leading virtual and in-person gatherings that include timely, practical conference sessions, solution centers/exhibits featuring the latest technologies and numerous opportunities for peer interaction and networking.

Professional Training

Highly interactive live virtual, online and on-demand and private group training focused on strategic value, operations management, people management, and technology.

Performance Improvement Consulting

Proven industry expertise applied to a contact center’s unique environment through solutions that make sustainable improvements to customer experiences and business results.