ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Call Center and Contact Center Resources

Sort By:
Article -
Clear Communication is a Key to Customer Service Success
Every year, ICMI supports a Strategic Advisory Board composed of industry thought leaders, practitioners, and solution providers. We work with this board to focus on customer insights and contact center market developments,... Read More

Article -
What to Do and What to Avoid for Your Knowledge Management Program
Knowledge management is a hot topic these days, as it can empower agents, many of whom are still working from home, with the right answers that comply with company and regulatory policy.... Read More

Article -
How Performance Coaching Can Benefit Contact Centers
If you ever thought that having a contact center quality assurance program alone can fix all your customer service problems, think again. While having an effective quality assurance program is paramount to... Read More

Article -
Tournament Time in the Contact Center: The ICMI Awards Program is Now Open
Is your NCAA college basketball bracket already busted? Might be time to pivot to a new kind of competition. The ICMI Global Contact Center Awards program for 2023 is now open! Now... Read More

Article -
How to Evaluate a Contact Center Outsourcer
Outsourcing has been a game-changer for so many companies, but let’s face it, it’s not always sunshine and blue sky. In fact the divorce rate amongst contact center outsourcers and their clients... Read More

Article -
Why Isn’t Customer Service Improving?
Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these... Read More

Article -
How to Have Grit as a Contact Center Leader
We are humans first before we are leaders. We feel the weight of the changing economy and the impact on our team’s performance and morale. We connect with the struggles that our... Read More

Article -
Survey Results Should Not be an Agent Incentive
Late last month, my wife had a business event in Las Vegas, so I tagged along for a few days. Our stay was at a well-known hotel brand that focuses on business... Read More

Article -
What are the Tech Skills Needed for Contact Center Success?
Each month, we ask contact center and customer service thought leaders to weigh in on important questions that impact the contact center industry. Here is this month’s question: To excel at customer... Read More

Article -
3 Technologies Poised to Disrupt Knowledge Management
Knowledge management (KM) has two key components - the delivery side, which is agent and customer facing, and the editorial side for managing content, including archiving, versioning, languages, and formatting. The editorial... Read More

View More Content