Chat with us, powered by LiveChat #ICMIchat | Twitter's Best Contact Center & Customer Experience Event

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.


Join #ICMIchat Every Tuesday at 1 ET/10 PT

#ICMIchat logo

We Make Contact Centers Better, On Twitter
Every Tuesday
1 p.m. Eastern / 10 a.m. Pacific

#ICMIchat is the longest-running weekly virtual event for contact center and customer experience professionals. Each week, our community discusses the most pressing challenges and emerging trends facing our industry. Our weekly chats are a rare opportunity to connect with industry peers and respected experts in our field.

#ICMIchat is free to join, all you need is a Twitter account and about one hour a week. Don't worry about showing up a little late or stepping out a little early; chime in on topics as you're able to do so. You might even be featured in an #ICMIchat Rundown article.

Joining #ICMIchat is Easy

  1. Sign up for a Twitter account.
  2. Search for the latest #ICMIchat tweets, or use TweetDeck.
  3. Share your answers, beginning with A1, A2, A3... and hashtag your tweets #ICMIchat so everyone can see them, like in this example.
  4. Like, retweet, and engage with other participants. Have fun!

Coming Up September 29, 2020
Pizza Party Impossible:
Celebrating Customer Service Week

What Our Community Is Saying

#ICMIchat is a great way to network with other professionals and discover new ideas for improving your contact center.

#ICMIChat has contributed a valuable network of trusted industry colleagues and friends that I can turn to for help, questions, advice.

#ICMIchat is the best use of an hour of your work week. You'll meet people you've long admired. You'll join in conversations that will shape your thinking and help you do your job.

Over the years I've received so much wisdom and encouragement from #ICMIChat. It's fun, fast-paced, and well facilitated with great topics!

Related Articles

Football referee standing in front of crowd.
Dealing with Deficiencies: Managing Sub-Par Performance | #ICMIchat Rundown (September 22, 2020)
Most managers could happily go without addressing bad behavior, but it's a necessary part of the job. Everyone suffers when employees break the rules, don't stay on task, or cut corners in customer service. Their coworkers must pick up the slack, customers don't get the help they need, and managers feel the stress of dreaded conversations to come.

View of earth from space
Build vs. Buy: When Outsourcing Makes Sense | #ICMIchat Rundown (September 15, 2020)
No word strikes fear into the hearts of customers and front-line agents like "outsourcing." Employees fear their jobs will be shipped to far off lands. Following prior bad experiences, customers hold contempt for companies who don't care enough to speak with them directly.

Stack of large binders full of paper.
That’s Our Policy: Deregulating Customer Service | #ICMIchat Rundown (September 8, 2020)
Rules help things run smoothly and protect everyone's best interests, but sometimes they don't work out quite as they were intended.

Man in suit sitting behind desk.
Show Me You Care: Listening and Appreciating Your Employees | #ICMIchat Rundown (September 1, 2020)
Labor Day is on its way, reminding leaders how important their employees are to our organization's success. Employee appreciation isn't something to be done once a year.

Person adding coins to piggy bank.
Giving Away the Farm: Compensating Angry Customers | #ICMIchat Rundown (August 25, 2020)
When our products or services come up short, apologizing is the right thing to do. Many businesses take the extra step of offering monetary compensation or a gift to make up for bad experiences.

Woman drawing on whiteboard.
Not What I Bargained For: Setting Customer Expectations | #ICMIchat Rundown (August 18, 2020)
Expectations are like heartbeats. Everyone has one, and they change depending on the situation. Understanding customer expectations is crucial to effective customer service and customer experience management.

Businesswomen in a meeting
Making a Good Contact Center Coach | #ICMIchat Rundown (August 11, 2020)
Developing employees is one of a leader's most noble and crucial tasks. To achieve the outcomes we desire for our team, everyone occasionally needs a little feedback, direction, and encouragement.

Wooden pathway through mountains.
Future Focused: Promoting Contact Center Careers | #ICMIchat Rundown (August 4, 2020)
Contact centers are great environments for beginning or continuing your career, but they don't always have the best reputation with job seekers. Some hesitation is understandable.

Collection of clocks.
Do You Have the Time? Resetting Customers’ Clocks | #ICMIchat Rundown (July 28, 2020)
Our customers' time is valuable to them, and they expect us to make good use of the time they give us. How we manage customer time can make all the difference between a good and bad experiences.

Developers looking at storyboard.
Service Sacrifices: Standards In Crisis | #ICMIchat Rundown (July 21, 2020)
Roy Atkinson led a thoughtful discussion about service standards in this week's #ICMIchat.

vehicle dashboard
Today's Metrics: What's on Your Dashboard | #ICMIchat Rundown (July 14, 2020)
Contact centers thrive on their metrics, and customer experience professionals love their measurements.

Women sitting across desk discussing work.
Wise Counsel: Helping Employees Overcome Personal Challenges | #ICMIchat Rundown (July 7, 2020)
This year has proven stressful on all fronts, and it's only natural that our employees are feeling the pressure both at home and at work.

US flag
Declaring Independence: Empowering Agent Autonomy | #ICMIchat Rundown (June 30, 2020)
Employee empowerment is easier said than done. Empowerment presents challenges for both leaders and employees, and it requires immense trust in your colleagues.

Worksheet displaying graphs.
Contact Center Quality: Assuring Great Experiences | #ICMIchat Rundown (June 23, 2020)
The best quality teams try to help agents be more successful in their jobs, not only by enforcing rules but also by identifying areas where systems and processes can be improved to make agents work easier.

Team writing on a whiteboard.
What Are Contact Centers? Defining Maturity and Value | #ICMIchat Rundown (June 16, 2020)
#ICMIchat contemplates what attributes distinguish contact centers and drive their value.

Desktop, laptop, and tablet computers on a desk.
Everyone’s Going Virtual: Leveraging Online Events | #ICMIchat Rundown (June 9, 2020)
Brands of all shapes and sizes were quick to create virtual events as social distancing disrupted physical communities. #ICMIchat shares how to make the most of these occasions.

Sandy beach with trail of paw prints.
Being a Leader People Want to Follow | #ICMIchat Rundown (June 2, 2020)
Leaders touch our lives every day. They help us to be our best selves and guide our focus through tough times. #ICMIchat shared stories of leaders who inspire, unite, and drive us toward collective and individual successes.

Empty small meeting room with video conference equipment.
Hiring Your Workforce Remotely | #ICMIchat Rundown (May 26, 2020)
Contact centers always need a steady flow of fresh talent. Recruitment, selection, and onboarding are some of the most critical functions of a contact center manager.

Sticky notes arranged on a wall.
Contact Center Workforce Management | #ICMIchat Rundown (May 19, 2020)
When it comes to contact centers, people are the first ingredient. Having the right number of agents available at any given time is vital to your success.

Office with empty cubicles.
Offices: Who Needs Them!? Should We Ever Go Back? | #ICMIchat Rundown (May 12, 2020)
Working from home has unique upsides for agents and employers alike. When it's safe to go back to the office, should you? #ICMIchat answers this question.

Puzzle with missing piece
Connecting Agents With Purpose | #ICMIchat Rundown (May 5, 2020)
Mission. Vision. Values. Every company has them, but not every company's employees genuinely believe in them.

Woman typing on laptop.
Communicating Effectively with Your Team | #ICMIchat Rundown (April 28, 2020)
Communication often tops the charts of things employees would like to see improved within their company. We asked contact center and customer experience leaders what really works for their teams.

Gold coins
Panning for Gold: Maximizing Unstructured Feedback | #ICMIchat Rundown (April 21, 2020)
Customers aren't shy about telling us what they think, but only a fraction of customer sentiment can be captured in a survey. It's imperative that we're prepared to capture all feedback that customers share.

Computer with open book and pencil.
Keep Your Skills Sharp: Train Virtually Anywhere | #ICMIchat Rundown (April 14, 2020)
Effective training is imperative to delivering remarkable experiences. Agents can't help customers if they're not well prepared themselves.

Woman working from laptop computer on dining room table.
Boosting Agent Engagement | #ICMIchat Rundown (April 7, 2020)
NICE inContact joined #ICMIchat on April 7 to lead a discussion about boosting remote agent engagement in our new work from home reality.

Person adding a sticky note to a day planner.
Avoiding Overcommitment: Managing Your Workload | #ICMIchat Rundown (March 31, 2020)
We asked contact center and customer experience professionals how they balance unexpected demands with day-to-day operations, and how they retain their sanity in the process.

Chess board with pieces lined up.
When the Plans Don't Fit the Situation: #ICMIchat Rundown (March 24, 2020)
Roy Atkinson led the #ICMIchat community in reflecting how their business continuity plans, or lack thereof, aided in their response to the ongoing pandemic.

Eight Characteristics of Proactive Contact Center Leaders
A discussion among contact center thought leaders on the characteristics of proactive leadership in a recent #ICMIChat on Twitter. 

old fashioned operators
The People and Skills Needed For Your Contact Center: #ICMIchat Rundown
In this past week's #ICMIchat discussion, contact center leaders discuss how to find the right agents to join their team, and the skills agents need to be successful,

Women coaching
Contact Center Coaching Catastrophes: #ICMIchat Rundown
Contact center professionals come together to talk about what works and what doesn't when it comes to coaching the workforce. Spoiler: Listening is good, making someone cry in your office is bad. The discussion was part of the weekly #ICMIchat on Twitter. 

Smiley face
Cultivating Happiness in the Workplace: #ICMIchat
On February 25, contact center and customer experience professionals converged in #ICMIchat to discuss what it takes to cultivate workplace happiness.

positive attitude
#ICMIchat Rundown: Promoting Positive Perspectives
As part of a weekly Twitter discussion, participants weighed in on a weekly chat questions ranging from personal attitudes to organizational culture. Read what they had to say and learn how you can join in on future chats. 

pretty birds
Insights from #ICMIchat
A look back at five great tweets from our recent weekly Twitter discussions. 

#ICMIChat Prep: Promoting Positive Perspectives
Get ready for an ICMI Twitter chat event on February 18 by taking a sneak peek into how you can make your workplace a better place to be.