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:
Webcast -
The State of EX and CX in 2022 and Beyond

Article -
Troubleshooting Your Continuous Improvement Culture
To close out this troubleshooting series, we are going to focus on keeping up the momentum! Up to this point, the series targeted the processes required to ensure your contact center(s) has... Read More

Webcast -
The Truth About Customer Care: 3,500+ Consumers Tell It Like It Is
Read More

Article -
Be an ICMI Featured Contributor for 2022
The contact center is fast-paced and rapidly evolving, and it’s vital that contact center professionals share their collective wisdom with each other to keep up. At ICMI, we rely on you to... Read More

Article -
Is It Time to Invest In Agent Experience?
Some interesting poll results at our latest webinar suggest inadequate attention is being paid to agent experience, unless that’s being addressed outside our audience’s planning and spending efforts. At the same time,... Read More

Article -
Nominate Your 2022 ICMI Thought Leaders
No one got out of school knowing all that needs to be known about the contact center industry. Everyone has had mentors along the way who guide them. Those guides have become... Read More

Article -
3 Unusual Signs of a Successful Contact Center Leader
“Success isn’t about how much money you make; it’s about the difference you make in people’s lives.” - Michelle Obama Contact center success is often tracked by metrics - average handle time,... Read More

Article -
3 Tips to Help Challenging Team Members in the Contact Center
You’re at your wits’ end; one of your team leads is consistently butting heads with you, colleagues, or other staff members. You're flabbergasted; a team member consistently cannot meet expectations, and communication... Read More

View More Content