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Call Center Resources & Insight

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How to Help New Contact Center Agents Succeed
A month ago, I called up my insurance company trying to find out why my premiums went up. This was after replacing my old car with the new one - both are... Read More

5 Skills of a Successful Contact Center Agent
Working in a contact center can be both difficult and rewarding, but not everyone is up to the challenge. The most successful contact center employees have a deep desire to help. This... Read More

Don’t Rush Contact Center Training
"Information is a source of learning. But unless it is organized, processed, and available to the right people in a format for decision making, it is a burden, not a benefit." –C.... Read More

Introducing ICMI’s Featured Contributors for 2021
Each year, we ask experienced leaders in the contact center community to commit to providing regular blogposts to share with the community as part of our ICMI Featured Contributor program. These posts... Read More

The ICMI Top 25 Thought Leaders of 2021
Once again, ICMI has compiled a list of the top thought leaders to follow on social media. We asked members of our community to nominate their favorite thought leaders, and why those... Read More

Four Ways to Create a Career-Focused Contact Center Team
Best ICMI Articles of 2020 - #8 You’re sitting at your desk reviewing your contact center statistics. Some numbers are good, and you smile. A few numbers are not so good, but... Read More

ICMI Announces Winners of the 2020 Global Contact Center Awards
Annual awards recognize the companies and individuals who exemplify leadership, vision and strategic accomplishments within the contact center industry. G. Todd Gladden was awarded the 2020 Lifetime Achievement Award.   SAN FRANCISCO,... Read More

2020 ICMI Global Contact Center Award Winners Announced
  During the first-ever virtual ICMI Contact Center Expo, the winners of the 2020 ICMI Global Contact Center Awards were announced. Nate Brown, Chief Experience Officer of CX Accelerator, mc’d the virtual... Read More

Contact Center Quality: Assuring Great Experiences | #ICMIchat Rundown (June 23, 2020)
Most contact centers utilize some form of quality management. Agents may remember these as times when they were corrected for not following procedures to perfection, but there's a lot more to quality... Read More

The Value of Democratizing Your Company’s Career Progression Process
Contact center leaders often look to technological innovation to bring about improved performance, but a non-traditional approach for career progression and learning often can be a less expensive and more effective path... Read More

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