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The Top 10 Reasons NOT to Enter the ICMI Awards
As you may know, it’s time once again for the ICMI Global Contact Center Awards. These awards showcase the best of the best of the contact center industry. We’ve said a lot... Read More

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Resistance is Futile - The Bots are Here
In times of change learners inherit the earth; while the learned find themselves beautifully equipped to deal with a world that no longer exists — Eric Hoffer In a rather bold move,... Read More

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Prepare for Next Year’s Performance Review Now
This article was originally published on HDI, a partner publication.  How did your performance review meeting go? Are you happy? Sad? Somewhere in between? Were you calm, cool, and collected because you... Read More

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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

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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

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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

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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

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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

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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

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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

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